Customer participation, value co-creation and customer loyalty – A case of airline online check-in system

作者：

Highlights：

• Customer participation and value co-creation of air passengers using online check-in system are examined.

• Customer participation has positive effects on economic, relational and enjoyment values.

• Co-created values have positive effects on customer satisfaction and then customer loyalty.

• System satisfaction is positively related to customer satisfaction.

摘要

•Customer participation and value co-creation of air passengers using online check-in system are examined.•Customer participation has positive effects on economic, relational and enjoyment values.•Co-created values have positive effects on customer satisfaction and then customer loyalty.•System satisfaction is positively related to customer satisfaction.

论文关键词：Self-service technology,Co-created values,Customer participation,Customer satisfaction,Customer loyalty,Airline

论文评审过程：Received 26 October 2015, Revised 27 February 2016, Accepted 3 April 2016, Available online 12 April 2016, Version of Record 12 April 2016.

论文官网地址：https://doi.org/10.1016/j.chb.2016.04.010