Volume 29, Issue 1 (2022)
AIJH 2022, 29(1): 127-147 |
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YavariGohar F. The Effect of Work Engagement of Travel Agency Employees on their Perception of Customer Delight and Value Co-creation. AIJH 2022; 29 (1) :127-147
URL: http://aijh.modares.ac.ir/article-31-49409-en.html
URL: http://aijh.modares.ac.ir/article-31-49409-en.html
Department of Tourism Management, Management and Accounting Faculty, AllamehTabataba'i University, Tehran, Iran , yavarigohar@atu.ac.ir
Abstract: (2152 Views)
In this study, the effect of employees' perception of customer delight through work engagement on value co-creation of employees of travel agencies in Tehran is investigated. The statistical population is the front line employees of travel agencies in Tehran. The sampling method was also convenience non-random. Research hypotheses were tested using Structural Equation Modeling (SEM). Findings show that employees' perception of customer delight has an effect on job engagement through the variables of vigor, dedication and absorption. Work engagement also has an effect on value co-creation through these variables.Based on the results of the research model, it is suggested that travel agencies try to improve the level of employees' perception and work engagement in order to improve the level of organizational value co-creation capabilities.
Keywords: Employee Perception of Customer Delight, Value Co-creation, Work Engagement, Travel Agencies, Tehran
Article Type: مقالات علمی پژوهشی |
Subject:
Arts and Humanities (General)
Received: 2021/01/28 | Accepted: 2021/05/31 | Published: 2022/03/10
Received: 2021/01/28 | Accepted: 2021/05/31 | Published: 2022/03/10
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