Customer value co-creation and employee silence: Emotional intelligence as explanatory mechanism |
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| Institution: | 1. School of Management and Economics & Center for West African Studies, University of Electronic Science and Technology of China, No.2006, Xiyuan Ave, West Hi-Tech Zone Chengdu, Sichuan, 611731, China;2. Department of Accountancy, Koforidua Technical University, Koforidua, Ghana;3. Faculty of Accounting and Finance, University of Professional Studies, Accra, Ghana;4. Department of Economics Education, University of Education, Winneba, Ghana;1. Lancaster University Management School, United Kingdom;2. Isenberg School of Management, University of Massachusetts-Amherst, 121 Presidents Dr, Amherst, MA 01003;1. Department of Management Science, National Chiao Tung University, R.319, Management Building 1, 1001 University Road, Hsinchu 300, Taiwan;2. Department of Business Administration, National Central University, No.300, Jhongda Rd., Jhongli City, Taoyuan County 32001, Taiwan |
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| Abstract: | Although there seems to be maximum attention to co-creation for value addition, dearth of research exist about how customer co-creation might not always serve the interest of firms. . Base on the servicedominant logic, transactional stress and coping theories, we examine the effects of customer participation in value co-creation (CPVC) on employee silence (ES) andemotional intelligence (EI) as mediator to comprehend the CPVC-ES link.Using a sample of 528, comprising customers and subordinate employees from upscale hotels in Ghana, we test the proposed hypotheses. The structural equation modelling results indicate a positive influence of CPVC on ES and a significant negative effect of EI on ES. Also, there is indirect effect of CPVC on ES through EI. These findings imply that the lack of employee emotional intelligence inhibits customer co-creation with firms. |
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| Keywords: | Customer value cocreation Employee silence Emotional intelligence Hospitality |
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