...Angela J. Xu; Ting Ting Zhu; Raymond Loi; Cheris W.C. Chow Purpose Drawing on and extending the socially embedded model of thriving, this paper aims to investigate how and when customer participation promotes hospitality frontline employees’ engagement in extra-role service behavior. Design...

... to investigate the influence of customer participation in services on the innovative behaviors of employees. Although previous studies have acknowledged the importance of customers in service innovation and investigated how customer participation in product development teams affect innovation, the effect...

... 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...

...Sandy C. Chen; Carola Raab; Sarah Tanford The findings suggest that service providers can use customer participation segments to understand those customers’ service needs and wants. They can then design service strategies tailored to the needs of target customer groups. This study...