中文摘要：

顾客价值共创行为对形成竞争对手模仿壁垒,提升组织绩效有重要影响,目前该理论以思辨研究和案例研究为主。本研究共收集321份有效员工-顾客配对样本,旨在以定量研究方式揭示情绪劳动策略与顾客价值创造行为间的作用机理,结果表明：表层表演、深层表演和真实表达均显著正向影响顾客价值共创行为的两个维度,顾客参与行为和顾客公民行为;情绪价值在深层表演与顾客参与行为,深层表演与顾客公民行为间起完全中介传递作用;情绪价值在真实表达与顾客参与行为,真实表达与顾客公民行为间起完全中介传递作用。研究结果进一步深化价值共创理论认识,也为企业价值共创实践提供一定理论指导。

英文摘要：

With the rapid development of modem information technology, customers obtain a lot of information through Web search, micro letter, and onlinecommunity. As customers gain operant resources （e.g. knowledge or experience） in the service area, the extent that customers engage into the process of serviceproduct is higher. At the same time, many firms also hope customers become ＂value co-creators＂. They want to create individualized customer experiences,which further promotes a firm＇s core competitive ability. By engaging into the process of service products, customers could enhance their perceived value ofservice, such as lowered service price. Naturally, the phenomenon has attracted attraction from management and marketing scholars. Vargo and his collaboratorshave studied the phenomenon. Based on their research outcomes, they develop the value co-creation theory. The theory argues operant resource （e.g.,knowledge or experience） is the source of competitive advantage. Customer and firm are both the value creators. Many other scholars have extended the valueco-creation theory into other research areas. At present, the research on value co-creation theory is mainly based on two perspectives. On one hand, some researchers discussed the types of customervalue co-creation behavior. For example, Yi verified that when customers receive service they take two types of value co-creation behaviors to enhance theirservice experience; namely, customer engagement behavior and customer citizenship behavior. On the other hand, some researchers discussed how firms promote customer value co-creation behaviors, such as through the investigation of Australian＇sfamily travel, Grissemann confirmed that when customers perceive care and share information from firms, their value co-creation behaviors will be enhanced. Although the value co-creation research has some progress, it has limits and improved space. Firstly, previous studies mainly discussed it with theory andcase research types. Secondly, Payne argued the process o