Understanding customers hospital experience and value co-creation behavior
Yazarlar (2)
Doç. Dr. Çağlar SAMSA Kafkas Üniversitesi, Türkiye
Prof. Dr. Alpaslan YÜCE Kafkas Üniversitesi, Türkiye
| Makale Türü | Özgün Makale (ESCI dergilerinde yayınlanan tam makale) | ||
| Dergi Adı | TQM Journal | ||
| Dergi ISSN | 1754-2731 Wos Dergi Scopus Dergi | ||
| Dergi Tarandığı Indeksler | ESCI, SCOPUS | ||
| Makale Dili | İngilizce | Basım Tarihi | 01-2022 |
| Kabul Tarihi | 04-04-2026 | Yayınlanma Tarihi | – |
| Cilt / Sayı / Sayfa | 34 / 6 / 1860–1876 | DOI | 10.1108/TQM-09-2021-0282 |
| Makale Linki | http://dx.doi.org/10.1108/tqm-09-2021-0282 | ||
| Özet |
| Purpose The purpose of this paper is to test what experience value factors are required to constitute customer value co-creation behavior. Design/methodology/approach The authors collected the opinions of 395 customers who had hospital experience in the last one year and the value they perceived from these experiences through random sampling. In addition, they tested the effect of the value perceived by the customers from these experiences on the customer value co-creation behavior with the partial least structural equation modeling (PLS-SEM) model using Smart PLS 3 software. Findings The measurements had strong reliability and validity. In addition, PLS-SEM results showed that customer experience value had a positive and significant effect on customer value co-creation behavior. The results of the study have revealed that creating the perception of … |
| Anahtar Kelimeler |
| Co-creation | Customer citizenship | Customer participation | Customer value co-creation | Experience value |
BM Sürdürülebilir Kalkınma Amaçları
| Atıf Sayıları | |
| WoS | 17 |
| SCOPUS | 18 |
| Google Scholar | 37 |