The Relationship Among Customer Participation,Consumer Emotion And Citizenship Behavior In Domestic Hotel Management

Since entering the twenty-first century,customer resources have become the key to determining the success or failure of enterprises.For service-intensive enterprises,the indivisibility of production and consumption requires customers to participate in service production and delivery as employees,and customers gradually move from pure consumers to "co-producers".Customer participation is conducive to improving production efficiency,help enterprises to build competitive advantage and to expand the impact.In the process of interaction,customers can get psychological satisfaction,voluntarily make business-friendly behavior,that is this article studies the behavior of customer citizenship.This paper reviews the reference related to family hotel,customer participation,consumer emotion and customer citizen behavior,and establishes the integration model of customer participation,consumer emotion and customer citizen behavior.26 research hypotheses are put forward for the specific dimension mechanism.A questionnaire survey of 203 valid samples in the family hotel industry,building regression models and structural equation models and drawing conclusions.Grasp from the overall variable:First,customer participation can promote the positive consumer emotions,positive emotions help to motivate customers to make citizenship behavior in favor of the hotel;Second,customer participation has a direct effect on the consumer citizenship behavior also has an indirect effect.After further development and in-depth study,it was found that the mechanism of customer interaction,consumer emotion and citizen behavior showed a great difference between the specific dimensions of the variables,summarized as follows:First,Interpersonal interaction,cooperative production has a significant effect on consumer emotions,information sharing has no effect on consumer emotion;Second,Positive emotion have a significant positive effect on recommendation,feedback,help and loyalty;Third,negative emotions have a positive effect on recommendation,feedback,and help;Forth,different forms of participation have different effects on consumer citizenship behavior.This article takes the family hotel as the industry background,Based on the study of existing customer participation and citizen behavior,this paper analyzes the mechanism of the specific dimension of the variable,and points out the different viewpoints from the existing research.The empirical results not only help to supplement the theory of consumer behavior,but also help the family hotel management manager to bring some proposal about service design and customer experience,help family hotel operators to develop customer participation and positive emotional awareness,to understand how to more effectively through the impact of "positive emotions"initiatives to stimulate the consumer to make citizenship behavior.