Mood regulation, customer participation, and customer value creation in hospitality services


Purpose: Customers play a key role in value creation. Not surprisingly, research has investigated customers’ motivations to engage in the creation of value. Thus, this study aims to assess the link between mood-regulatory processes and customer participation in value creation. Design/methodology/approach: This study develops a model that relates mood-regulatory processes to customer participation and customer value creation, and tests it with a sample of 419 hotel customers, using partial least squares estimation. Findings: It is found that mood clarity relates directly with customer relational value; mood monitoring relates directly with customer participation as well as directly and indirectly with customer economic and relational value; and mood repair relates directly with customer participation and customer economic value, as well as indirectly with customer economic and relational value. Research limitations/implications: This is a cross-sectional study limited only to hotels in Iran. This is the first study to evaluate the relationship between mood regulation with customer participation and value creation. Hospitality service organizations interested in promoting customer participation may consider mood as a segmentation criterion. Originality/value: Value creation theory was applied to identify the relationship among customer mood regulation, participation, economic value and relational value, as it is first attempted in the hospitality studies.

Publication DOI:
Divisions: College of Business and Social Sciences > Aston Business School > Marketing & Strategy
College of Business and Social Sciences > Aston Business School
Additional Information: © Emerald Publishing Limited, 2017.
Uncontrolled Keywords: Customer participation,Economic value,Mood regulatory,Relational value,Tourism, Leisure and Hospitality Management
Publication ISSN: 0959-6119
Last Modified: 12 Feb 2024 08:16
Date Deposited: 04 Jan 2018 11:05
Full Text Link: http://dro.dur. ... 158/1/21158.pdf
Related URLs: http://www.scop ... tnerID=8YFLogxK (Scopus URL)
PURE Output Type: Article
Published Date: 2017-03-04
Published Online Date: 2017-03-04
Accepted Date: 2017-03-04
Authors: Taheri, Babak
Coelho, Filipe J.
Sousa, Carlos M.P.
Evanschitzky, Heiner (ORCID Profile 0000-0003-1013-7679)



Version: Accepted Version

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