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Psychological safety, contributions and service satisfaction of customers in group service experiences

机译：团体服务体验中客户的心理安全，贡献和服务满意度

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Purpose - This paper aims to demonstrate how psychological safety influences individual contributions in customer groups where multiple customers co-create a service experience. It also shows the influence of other customers' contributions on an individual customer's own contribution to the service experience as well as the individual customer's perception of his/her own and of other customers' contributions toward service satisfaction. Design/methodology/approach - This empirical research paper is based on structural equation modelling to examine customer group experiences of two different service providers, a white water rafting company and an indoor soccer company. Data from a survey of a combined total of 273 consumers were utilised to test the research model. Findings - The results demonstrate that, on an aggregate level, psychological safety affects an individual customer's perception of his/her own and others' contributions to a service experience. The findings show that the contributions of others have a significant influence on one's own contribution. No influence or relationship could be found regarding one's own contribution and service satisfaction; however, other customers' contributions have a negative effect on an individual's service satisfaction. The results vary on a subsample level. Research limitations/implications - The generalisability of the findings is limited to two customer group services, one group sport experience and one group leisure experience. Practical implications - This research provides insights for service firms with respect to managing the provider-to-multi-customer co-creation interface. Originality/value - This article contributes to the analysis of co-creation efforts of individuals in groups with respect to a specific environment (psychological safety). It adds value to the discussion of factors that influence the partial creation of a service by individuals while interacting with one another and the impact on the perceived outcome. The paper provides a platform for further research on aspects of co-creation in customer groups.
机译：目的-本文旨在说明心理安全如何影响多个顾客共同创造服务体验的顾客群体中的个人贡献。它还显示了其他客户的贡献对单个客户自己对服务体验的贡献的影响，以及单个客户对自己的感知以及其他客户对服务满意度的贡献的感知。设计/方法/方法-该经验研究论文基于结构方程模型，研究了两家不同服务提供商（一家白水漂流公司和一家室内足球公司）的客户群经验。来自对总共273位消费者的调查数据被用来检验研究模型。调查结果-结果表明，从总体上讲，心理安全会影响单个客户对其自己和他人对服务体验的贡献的感知。研究结果表明，他人的贡献会对自己的贡献产生重大影响。在个人贡献和服务满意度方面没有发现影响或关系;但是，其他客户的贡献会对个人的服务满意度产生负面影响。结果在子样本级别上有所不同。研究的局限性/意义-研究结果的一般性仅限于两种客户群体服务，一种群体运动体验和一种群体休闲体验。实际意义-这项研究为服务公司提供有关管理提供商到多客户共同创建界面的见解。原创性/价值-本文有助于针对特定环境（心理安全性）分析群体中个体共同创造的努力。它在讨论影响个人在彼此交互时部分创建服务的因素以及对感知结果的影响时，增加了讨论的价值。本文为进一步研究客户群中的共创方面提供了一个平台。

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