Customer value co-creation behavior (CVCB) has been regarded as a strong predictor of firm performance in many industries for decades. CVCB—the customer’s direct and indirect contribution of resources to enhance the offering of the focal agent/object—is ubiquitous in service industries. Recently, customer engagement has been identified as a determinant of the value realized by customers and businesses. Customer psychological engagement (CPEngagement) is a multidimensional customer-firm relationship marked by customer satisfaction and emotional connectedness to the firm. Although there is concurrence that customer engagement and CVCB are linked, scholars diverge as to the precise nature of the relationship. Marketing and hospitality literature have not yet developed an integrated model of customer engagement with the digital and physical components of hospitality services. Given the increasing managerial interest in digital customer engagement and value co-creation behaviors, it is essential to enhance our understanding of the interplay between these concepts and their implications for both consumers and businesses. This research investigates the relationship between CPEngagement and value co-creation in the digital and physical aspects of hospitality services.

In three studies, we show that semployee accent directly, indirectly (through intelligibility and trust), and/or conditionally affects customer participation (CP) in services positively or negatively, depending on the type of accent and its valence, the customer’s need for interaction, and the type of CP, i.e. voluntary, mandatory, or replaceable CP.

This study discusses how firm-customer interactions impact customer engagement behaviors in the area of hospitality and tourism services. In the current study, two research questions are raised to answer: 1) what values are perceived by customers through firm-customer interactions during various service encounters? 2) how customer engagement behaviors are led by the customer perceived values? To test the proposed model, a quantitative approach is adopted. Amazon Mechanical Turk is used as data collection platform to collect responses with the aid of Qualtrics as questionnaire development tool. To reach the maximum scope of hospitality and tourism services, hotel guests, restaurant patrons, travelers, airline customers, and theme park travelers are included in the sample. This study adopts a quantitative approach to investigate the factors that contribute to the varied customer engagement behaviors (i.e. online ratings, online reviews, online blogging, and customer-to-customer interactions). Successful industry practices demonstrate that customer engagement brings many benefits and opportunities to maintain business sustainability and profitability.

This paper is aimed at proposing a new approach to connecting the measurements of customer satisfaction on healthcare services with the prioritized identification of healthcare service processes to be improved. As customers’ requirements for healthcare services have become too diverse and healthcare service systems have been increasingly complex, there has been growing interest in the customer-oriented evaluation of healthcare service quality and the systematic improvement of healthcare service processes. Most of the previous studies on service quality evaluation are based on SERVQUAL model. However, because of the unique characteristics and constraints inherent in healthcare service systems, it has been reported that SERVQUAL would be inadequate to be applied to healthcare service systems. As an alternative, SERVPERF has recently been widely used in the evaluation of healthcare service quality. However, there is a lack of studies on how to use the measurements of healthcare service quality systematically to improve service functions and processes. With this issue in mind, we firstly measured the customer-perceived satisfaction on the healthcare service quality from the six dimensions based on SERVPERF. Then we identified the relationships between the subjective measurements and healthcare service processes through brainstorming and expert interview. By using the relationships, we developed a customer journey map in healthcare services that visually describe the interaction between customers and healthcare service systems. The developed customer journey map would help service designers easily identify a healthcare service process that needs to be improved with priority. It is expected that the design improvement process proposed in this study would be a useful method for enhancing the quality of healthcare services.

This study (i) examines the main effect of how a customer’s trust in the service personnel could affect his/her service co-designing and co-delivering behavior; and (ii) investigates how the main effect could vary by the customer’s trust in the service brand, and the types of customer contact service contexts. Keywords: customer participation, co-

Information technologies enable new business models to move the idea from traditional services away towards collaborative offerings allowing customers to become active participants in service delivery. Consequently, the capabilities of other customers are chiefly responsible in creating customer experience. Thus, existing customer experience quality models are extended to address today’s market developments.

Services have continuously been growing and over the last years have become an increasingly important part of the worldwide economy (Kanso and Kitchen, 2004; Margetts, 2012). More importantly, with rapid developments of interactive marketing communications service quality, customer satisfaction and customer loyalty are increasing becoming the determinants of business success factors in the service sector (Parasuraman and Grewal, 2000; Caruana, 2002, Aksoy et al 2012). Particularly, when the production of service delivery is associated with communication, customer relationship and people intensiveness, customer evaluations of the service quality become even more critical when crossing boundaries (Kanso and Kitchen, 2004). In recent years, multi-channel customer contacts such as self-service web chat, phone, and email points of customer interaction modes are in focus (e.g., Cooper et al 2009; Robertson, 2012) to enhance customer service experience and satisfaction. Although marketing academics and practitioners agree that identifying suitable communication channels is vital for company’s long term success, there is an on-going debate in the literature whether this integrated multi-channel communication platform is right for the customers and is effective for service quality, customer service satisfaction and loyalty in this turbulent and ever changing global environment. Realistically, not all customers have the same level of technological skills or prefer using the same communication vehicle. As marketers remain concerned whether to standardise customer communication channels or not, a need arises to understand customer choices of their preferred communication interaction and type of communication contact. Therefore, there is a need to pay a greater attention to the determinants, which might have an impact on the relationship between customers’ communication mode choices and service quality as well as between customer satisfaction and customer loyalty. This paper aims to fill the aforementioned gaps by combining various elements into the theoretical model and providing a more complete picture of the interconnectedness of the elements of multichannel communication contacts from a process and technology perspective. Thus, a theoretical framework for modelling the determinants of customer choice of communication modes should be of interest for international and global services companies.

This study aims to investigate the antecedents to customer retention and brand loyalty of Internet Service Providers (ISPs) in Thailand. Overall service quality of an ISP is determined by network quality, customer service, information support, privacy and security. The findings reveal that the positive relationships between service quality and consumers’ affective evaluations (satisfaction, trust, commitment, and value) were revealed. Overall customers’ satisfaction and commitment were positively associated with both attitudinal and behavioural loyalty. However, surprisingly, there was no support for the hypothesised positive association between customers’ trust and value with attitudinal and behavioural loyalty. Practical implications that can be drawn from this research will form a foundation for service providers in the home ISP to develop new retention strategies. By making customers more central in company operations, these strategies can potentially reduce the expenses associated with acquiring new customers.

In recent years, advancement of science technology and ubiquitous use of networking have led to a great increase of the need for high speed wireless internet. This has encouraged the existing Wireless Local Area Network(WLAN) system to build a new territory in the information and communication market. It provides with reasonable price and convenience, however, its connectivity, transmission speed and mobility do not meed consumers' expectations. In this paper, the standards for grading quality according to the purposes of the WLAN service, applying the concept of composition cause of the service quality that has already been agreed upon, will be reconstructed. Also, this study will try to measure the achievements of the actual WLAN service quality by utilizing the realized measurement standards.

The study examines the influence of factors on customer satisfaction in hotel services in Thanh Hoa province of Vietnam. In terms of the tangible facilities of hotels, customers appreciate the availability and the full range of equipment and additional services, as the 3-to-5-star hotels in Thanh Hoa province are almost new, built in the last five years – 7 of 13 hotels were built in 2015. In the process of measuring the effect of factors on satisfaction in hotel services there, the researchers conducted exploratory factor analysis, reliability test, correlation and regression to confirm the relationships of factors. Based on a survey of 380 respondents, the test results showed that the proposed factors have positive impacts on consumer satisfaction; they are: perceived quality (including intangible and tangible elements), brand image, perceived value, and customer relationship management. In particular, intangible elements have the strongest influence on customer satisfaction, followed by tangible elements, brand image, perceived value, and finally, customer relationship management. In addition, the study found that foreigners and higher education customers tend to be more satisfied by the hotels than other groups, which helps to suggest important and appropriate solutions for hotel managers in Thanh Hoa province.

This research has four specific objectives: (1) identifying factors that affect customer satisfaction with less than container load (LCL) cargo services of logistics companies in HoChiMinh City (HCMC), (2) measuring the level of impact of the factors, (3) testing the difference in satisfaction among groups of customers with different characteristics in terms of type of business and time of using LCL cargo services, and (4) proposing some management implications to improve the quality of LCL cargo services. Researchers interviewed 210 customers who enjoyed the LCL cargo service in HCMC for at least the last six months, using the convenient sampling method. SPSS 20 was used to analyze the reliability of the scale through the Cronbach’s alpha coefficient, then exploratory factor analysis and multiple linear regression analysis were used. The results identified the six factors that influence positively customer satisfaction of LCL cargo services of logistics companies in HCMC, by decreasing importance: service process, image, resource, price, management, and outcomes. The results show that there is no difference in customer satisfaction with LCL cargo services by types of business as well as time of using services. The research suggests some implications for the management of logistics companies in HCMC to enhance customer satisfaction.

This research proposes a model of SERVQUAL scale calibration and uses the SERVPERF model to study the relationship between quality of ATM service and customer satisfaction. The research uses the combination of qualitative and quantitative methodology with the Cronbach’s alpha reliability analysis, Exploratory Factor Analysis (EFA) method; Confirmation Factor Analysis (CFA) and Structural Equation Modeling (SEM) through SPSS and AMOS 20.0 data analysis software. The survey was conducted with 800 questionnaires with the convenient sampling method. The number of remaining sample for analysis was 779 responses of individual customers using ATM card services of Bank for Foreign Trade of Vietnam (Vietcombank) Vinh Long. The results show that the satisfaction of customers using ATM cards of Vietcombank Vinh Long is influenced by 4 factors with the order of importance as follows: (1) Price; (2) Network; (3) Reliability; (4) Empathy. Thereby, the author suggests some managerial implications to Vietcombank Vinh Long management to enhance the ATM service quality, then improve customer satisfaction. This research still has some limitations: (1) The study does not investigate other influencing factors, (2) The convenient sampling method has not been generalized well, (3) The research is only conducted for Vietcombank.