Diamond cuts diamond : exploring the role of customer participation in service quality co-creation : a study of the shopping mall tenant-landlord relationship

Pao Yue-kong Library Electronic Theses Database

Diamond cuts diamond : exploring the role of customer participation in service quality co-creation : a study of the shopping mall tenant-landlord relationship

 

Author: Choi, Pui Ching Joyce
Title: Diamond cuts diamond : exploring the role of customer participation in service quality co-creation : a study of the shopping mall tenant-landlord relationship
Degree: D.B.A.
Year: 2016
Subject: Shopping centers -- Management.
Shopping centers.
Commercial leases.
Hong Kong Polytechnic University -- Dissertations
Department: Faculty of Business
Pages: vii, 143 pages : color illustrations
Language: English
InnoPac Record: http://library.polyu.edu.hk/record=b2929085
URI: http://theses.lib.polyu.edu.hk/handle/200/8771
Abstract: Despite growing research interest in the value co-creation paradigm and the service-dominant logic, there is hardly any study using these perspectives in the area of relationship management. This thesis addresses this important research gap by developing a conceptual framework incorporating inter-firm compatibility and customer participation as drivers of service quality and firm performance. An empirical study using tenant-landlord relationship in the shopping mall industry as its research setting shows support for most of the hypotheses about the differences in the strength of the interrelationships among the constructs included in the conceptual framework between the shopping mall tenants and landlords. Specifically, the three dimensions of inter-firm compatibility (resource complementarity, cultural compatibility and operational compatibility) have positive effects on customer participation, which in turn positively affects both, core and relational service quality. Customer participation also partially mediates the influence of inter-firm compatibility on customer satisfaction and other outcomes. Besides extending the relationship marketing literature by linking customer participation with value co-creation in B2B context, these results also highlight the importance of customer participation for shopping mall landlords and encourage shopping mall tenants to get involved in value co-creation activities.

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