Do employees and customers understand their new roles for collaborative value co-creation in technology-driven service settings?

IF 9.9 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality Management Pub Date : 2025-03-21 DOI:10.1016/j.ijhm.2025.104199

Jinkyung Jenny Kim , Seongseop (Sam) Kim , Zemenu Amare Ayalew , Bee-Lia Chua , Heesup Han , Jiyoung Lee

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引用次数: 0

Abstract

The use of innovative technologies in restaurant premises has transformed the roles of service employees and customers. The present research aimed to estimate the level of awareness of the transformed roles of the two key parties, and examine how the role stress caused by changed roles affects psychological empowerment, which in turn contributes to collaborative value co-creation. The consequences of joint value co-creation were also examined by testing the effects on satisfaction and behavioral intention. Data were acquired from 312 employees and 393 customers in technology-dominant restaurants, and analyzed using SPSS 26.0 and AMOS 23.0. The level of awareness of the transformed roles of employees was relatively better than for those of customers. The results showed the double-edged sword effect of role stress in creating psychological empowerment. The study also discovered the importance of collaborative value co-creation in the development of positive behavioral intentions for both employees and customers.

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来源期刊

International Journal of Hospitality Management HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

21.20

自引率

9.40%

发文量

218

审稿时长

85 days

期刊介绍： The International Journal of Hospitality Management serves as a platform for discussing significant trends and advancements in various disciplines related to the hospitality industry. The publication covers a wide range of topics, including human resources management, consumer behavior and marketing, business forecasting and applied economics, operational management, strategic management, financial management, planning and design, information technology and e-commerce, training and development, technological developments, and national and international legislation. In addition to covering these topics, the journal features research papers, state-of-the-art reviews, and analyses of business practices within the hospitality industry. It aims to provide readers with valuable insights and knowledge in order to advance research and improve practices in the field. The journal is also indexed and abstracted in various databases, including the Journal of Travel Research, PIRA, Academic Journal Guide, Documentation Touristique, Leisure, Recreation and Tourism Abstracts, Lodging and Restaurant Index, Scopus, CIRET, and the Social Sciences Citation Index. This ensures that the journal's content is widely accessible and discoverable by researchers and practitioners in the hospitality field.