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Exploring the relationship between co-creation and satisfaction using QCA

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  • Navarro, Susana
  • Llinares, Carmen
  • Garzon, Dolores

Abstract

Customer behavior is one of the key components of value co-creation. Several authors believe that co-creation generates satisfaction. However, few studies exist that focus on that relationship. This study explores the relationship between value co-creation and customer satisfaction in spa services through a fuzzy-set qualitative comparative analysis (fsQCA). QCA analysis allows exploring the relations between the variables. The main contribution of this article is going beyond identifying the concrete co-creation variables that relate to satisfaction. The sample consists of hotel clients that use the spa service.

Suggested Citation

  • Navarro, Susana & Llinares, Carmen & Garzon, Dolores, 2016. "Exploring the relationship between co-creation and satisfaction using QCA," Journal of Business Research, Elsevier, vol. 69(4), pages 1336-1339.
    • Handle: RePEc:eee:jbrese:v:69:y:2016:i:4:p:1336-1339
    DOI: 10.1016/j.jbusres.2015.10.103
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    References listed on IDEAS

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    Cited by:

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    13. Blanca Astrid Moreno & Haydée Calderón, 2016. "Comportamiento del consumidor en la co-creación de valor y su relación con la satisfacción en el entorno universitario: una aplicación a la Universidad de Ibagué (Colombia)," Revista Facultad de Ciencias Económicas, Universidad Militar Nueva Granada, vol. 25(1), pages 203-217, December.
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