Antecedents and consequences of hotel customers’ psychological ownership |
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Institution: | 1. Department of Information Technology and Operations Management, College of Business, Florida Atlantic University, 777 Glades Road, Boca Raton, FL 33431, United States;2. Department of Management Science and Systems, School of Management, University at Buffalo, Jacobs Management Center Buffalo, NY 14260, United States;1. ISM University of Management and Economics, Arkliu st. 18, LT-01305, Vilnius, Lithuania;2. Vienna University of Economics and Business and Lingnan (University) College, Sun Yat-sen University, Welthandelsplatz 1, 1020 Vienna, Austria |
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Abstract: | This study aims to broaden the current knowledge on the antecedents and consequences of customers’ psychological ownership (CPO) from new perspectives in the hotel context. Specifically, this study investigates how self-image congruity and functional congruity affect CPO through impression in memory based on self-congruity theory and also examines two types of customer engagement—customers’ social influence engagement and knowledge-sharing engagement—as new CPO outcomes. Using survey data collected from 433 Chinese hotel customers, this study finds that self-image congruity positively predicts CPO partially through impression in memory, whereas functional congruity positively influences CPO fully through impression in memory. Moreover, the findings indicate that CPO significantly drives customers’ social influence engagement and knowledge-sharing engagement. This study contributes theoretically to the CPO literature by further developing its linkages with congruity perceptions and customer engagement. Practical implications of the findings can help hotel managers effectively promote CPO and customer engagement. |
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Keywords: | Customers’ psychological ownership Self-image congruity Functional congruity Impression in memory Customer engagement |
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