The Interaction Effect of Self-Service Technology and Firms’ Facilitating Conditions on Co-Created Value
A Service-Dominant Logic Perspective
Datos Bibliográficos
| ID | 7159643 |
|---|---|
| Autores | Wooseok Kwon (0000-0002-5103-744X, Sejong University), Yejin Kim (0000-0002-4209-4266, Kyung Hee University, autor de correspondencia), Gyumin Lee (0000-0002-8610-2969, Kyung Hee University) |
| Año | 2026 |
| Volumen | 50 |
| Número | 3 |
| Páginas | 307-322 |
| Fecha de publicación | 2026-03-01 |
| Peer Reviewed | Sí |
| Open Access | Sí |
| Tipo | ARTICLE |
| Revista | Journal of Hospitality & Tourism Research (JOURNAL) |
| Identificadores de la revista | ISSN: 1096-3480 • E-ISSN: 1557-7554 |
| Editorial | SAGE Publications Inc (PUBLISHER) |
| DOI | 10.1177/10963480251313490 |
| OpenAlex | W4405998472 |
| Idioma | EN |
| Citas recibidas | 2 |
| Referencias citadas | 106 |
Although self-service technology (SST) is broadly used in the hospitality and tourism industry, existing research has typically focused on customers’ intention to use SST rather than on their behavioral consequences of using it. Adopting service-dominant logic with the resource-based approach, this study examined how customers’ SST experience relates to co-created value, and uncovered the interaction effect of service providers’ facilitating conditions on this relationship. This study proposed a new perspective on SST experience that could contribute to the present literature on SST by shifting the focus from the features of SST to customer behavior. We conducted a scenario-based survey and analyzed 848 participants using latent moderated structural equation modeling with quasi-maximum likelihood estimation. The results show that the facilitating conditions burgeon the effect of SST experience on co-created value, which leads to the augmentation of behavioral intentions. The study thus discusses service-dominant logic and a new vantage point, integrating a technology-based service and firms’ facilitating conditions for co-created value at the service encounter
Business · Co-Creation · Knowledge management · Self-service · Service-dominant logic · Computer Science · Digital Marketing and Social Media · Service and Product Innovation · Marketing
The Sage Handbook of Service-Dominant Logic
Statistical Power Analysis for the Behavioral Sciences
Satisfaction
Critical service logic
Revisiting Consumption Experience
Adoption and use of AI tools
Customer experience
Co-production versus co-creation
Contextualization and value-in-context
Effects of Price, Brand, and Store Information on Buyers’ Product Evaluations
Brand Experience
Institutions and axioms
Co‐creating unique value with customers
On value and value co-creation
Estimating and interpreting latent variable interactions
Structural Equation Models of Latent Interactions
Tourist Perceived Value, Relationship to Satisfaction, and Behavioral Intentions
Assessing the unidimensionality of measurement
Consumer evaluations of new technology-based self-service options
“Service Encounter 2.0”
Service-dominant logic
Cutoff criteria for fit indexes in covariance structure analysis
The theory of planned behavior
User Acceptance of Information Technology
Consumer Acceptance and Use of Information Technology
Evaluating Structural Equation Models with Unobservable Variables and Measurement Error
Partial least squares structural equation modeling (PLS-SEM)
Technology Acceptance Model 3 and a Research Agenda on Interventions
Power analysis and determination of sample size for covariance structure modeling.
User Acceptance of Computer Technology
A Scaled Difference Chi-Square Test Statistic for Moment Structure Analysis
Quo Vadis, Methodology? The Key Role of Manipulation Checks for Validity Control and Quality of Science
Enhancing Customer Experience Design Through Hotel Innovativeness
Self-Service Technology in the Hospitality and Tourism Settings
Quasi-Maximum Likelihood Estimation of Structural Equation Models With Multiple Interaction and Quadratic Effects
A Systematic Review of Contactless Technologies Research in Hospitality and Tourism During the Covid-Pandemic
Structural equation modeling in practice
Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists
Assessing the moderating effect of Covid-19 on intention to use smartphones on the tourist shopping journey
Technology adoption and jobs
An investigation of self-service technology usage during the Covid-19 pandemic
Beyond the Turk
Rarely safe to assume”
Disentangling behavioral intention and behavioral expectation
The role of affective factors on perceived cruise vacation value
| Obras citantes distintas | 2 |
|---|---|
| Citas por año | 2 |
| Intervalo de citas | 2025 - 2025 (1) |
| Velocidad de citación | recent |
| Altamente citado | No |
| Tipos de cita | Neutras: 2 |