Purpose

Although co-creation draws attention from researchers and practitioners, the concept is theoretically discussed, and it is not known enough how to measure co-created value (CCV) substantially at service encounters. This study aims to conceptualize CCV from the service-dominant (S-D) logic perspective and develop a CCV scale for hospitality services.

Design/methodology/approach

In addition to the conventional psychometric procedure for scale development, this study combined text-mining techniques and interviews to generate items to capture the concept of CCV comprehensively. Exploratory and confirmatory factor analyses were conducted using two different surveys. Moreover, structural equation modeling was performed to test concurrent validity.

Findings

The study developed a CCV scale, including four sub-dimensions: CCV-in-use, CCV-in-interaction, CCV-in-involvement and CCV-in-experience. The validity test results demonstrated that the new scale effectively measured CCV in a hospitality setting.

Research limitations/implications

The multidimensional constructs and the scale that this study developed will contribute to empirical research and improve understanding of CCV at the service encounter. Moreover, managers can enhance their competitive advantages by identifying and evaluating factors to facilitate CCV.

Originality/value

The study reconceptualized CCV, drawing on a resource-based view from S-D logic, and developed a scale to measure the degree to which customers perceive CCV. Furthermore, it achieved methodological advancement in adopting text mining of online reviews for the scale development process.

中文翻译：

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酒店服务的共同创造价值量表：应用文本挖掘方法

目的

尽管共同创造引起了研究人员和从业者的关注，但这个概念只是在理论上进行了讨论，而且人们对如何在服务接触中实质性地衡量共同创造的价值 (CCV) 还知之甚少。本研究旨在从服务主导 (SD) 逻辑的角度概念化 CCV，并开发用于酒店服务的 CCV 量表。

设计/方法/途径

除了用于量表开发的常规心理测量程序外，本研究还结合文本挖掘技术和访谈来生成项目，以全面捕捉 CCV 的概念。使用两项不同的调查进行了探索性和验证性因素分析。此外，还进行了结构方程建模以测试同时有效性。

发现

该研究开发了一个 CCV 量表，包括四个子维度：CCV-in-use、CCV-in-interaction、CCV-in-involvement 和 CCV-in-experience。有效性测试结果表明，新量表在酒店环境中有效地测量了 CCV。

研究局限性/影响

本研究开发的多维结构和量表将有助于实证研究并提高对服务遭遇中 CCV 的理解。此外，管理者可以通过识别和评估促进 CCV 的因素来增强他们的竞争优势。

原创性/价值

该研究重新定义了 CCV 的概念，借鉴了 SD 逻辑的基于资源的观点，并开发了一个量表来衡量客户感知 CCV 的程度。此外，它在采用在线评论的文本挖掘进行量表开发过程方面取得了方法论上的进步。