| Yazarlar (2) |
Doç. Dr. Çağlar SAMSA
Kafkas Üniversitesi, Türkiye |
Prof. Dr. Alpaslan YÜCE
Kafkas Üniversitesi, Türkiye |
| 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 customer experience value is an important determinant of customer value co-creation behavior (customer citizenship behavior and customer participation behavior) in hospitals. Research limitations/implications: The limitation of the study is that the study was conducted only in public hospitals. The application was carried out in only one city and two public hospitals. Practical implications: It was concluded that customer experience value is the key factor for co-creation value in hospitals. Originality/value: Achieving co-creation value is considered a key element in the success and competitive advantage of hospitals. In the study, it was seen that the perception of customer experience value is very important in the success of the companies. It is predicted that these results will make significant contributions to firm managers in the design of hospital journeys of customers, service improvement and service excellence efforts. |
| Anahtar Kelimeler |
| Co-creation | Customer citizenship | Customer participation | Customer value co-creation | Experience value |
| Makale Türü | Özgün Makale |
| Makale Alt Türü | ESCI dergilerinde yayımlanan 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 |
| Cilt No | 34 |
| Sayı | 6 |
| Sayfalar | 1860 / 1876 |
| Doi Numarası | 10.1108/TQM-09-2021-0282 |
| Makale Linki | http://dx.doi.org/10.1108/tqm-09-2021-0282 |
| Atıf Sayıları | |
| WoS | 14 |
| SCOPUS | 15 |
| Google Scholar | 30 |
