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The Roles of The Physical Environment, Social Servicescape, Co-Created Value, and Customer Satisfaction in Determining Tourists’ Citizenship Behavior: Malaysian Cultural and Creative Industries

Author

Listed:
  • Hussam Al Halbusi

    (Department of Business Strategy and Policy, Faculty of Business and Accountancy, University of Malaya, Petaling Jaya 50603, Malaysia)

  • Pedro Jimenez Estevez

    (Department of Business Administration, Faculty of Legal and Social Sciences, University of Castilla-La Mancha, 4507 Toledo, Spain)

  • Tan Eleen

    (Department of Business Strategy and Policy, Faculty of Business and Accountancy, University of Malaya, Petaling Jaya 50603, Malaysia)

  • T. Ramayah

    (School of Management, Universiti Sains Malaysia, Minden 11800, Penang, Malaysia
    Internet Innovation Research Center, Newhuadu Business School, Minjiang University, 200th Xiyuangong Road, Fuzhou City 350108, China
    Faculty of Accounting and Management, Universiti Tunku Abdul Rahman (UTAR), Sungai Long Campus, Cheras, Kajang 43000, Selangor, Malaysia)

  • Md Uzir Hossain Uzir

    (Department of Marketing, Putra Business School (PBS), University Putra Malaysia, Seri Kambangan 43400, Malaysia)

Abstract

Organizational citizenship behavior (OCB) research has been extended in the literature to the customer domain by examining the role of customer behavior in the service sectors. Therefore, this study aimed to examine the effect of the physical environment and social servicescape on the co-creation value, and the impact of the co-creation value on customer satisfaction, which, in turn, influences the customer’s citizenship behavior. A field study was conducted in Malaysian cultural and creative industries settings and a total of 254 participants were approached. Structural equation modeling (SEM) technique was used to test the hypothesized relationships among variables. The proposed research model was largely focused on the four perceived values (i.e., physical servicescape, social servicescape, co-creation value, and customer satisfaction) that significantly influence tourists’ citizenship behavior. This study sheds new light on the notable roles of physical servicescape, social servicescape, co-creation value, and customer satisfaction on enhancing tourists’ citizenship behavior. The theoretical implications and practical implications are discussed.

Suggested Citation

  • Hussam Al Halbusi & Pedro Jimenez Estevez & Tan Eleen & T. Ramayah & Md Uzir Hossain Uzir, 2020. "The Roles of The Physical Environment, Social Servicescape, Co-Created Value, and Customer Satisfaction in Determining Tourists’ Citizenship Behavior: Malaysian Cultural and Creative Industries," Sustainability, MDPI, vol. 12(8), pages 1-23, April.
    • Handle: RePEc:gam:jsusta:v:12:y:2020:i:8:p:3229-:d:346383
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    References listed on IDEAS

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    7. Uzir, Md. Uzir Hossain & Al Halbusi, Hussam & Thurasamy, Ramayah & Thiam Hock, Rodney Lim & Aljaberi, Musheer A. & Hasan, Najmul & Hamid, Mahmud, 2021. "The effects of service quality, perceived value and trust in home delivery service personnel on customer satisfaction: Evidence from a developing country," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).

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