Customers pay out efforts, time and other resources to implement the functions during the process of the service delivery. It can be described as a co-production. Cstomers pay little attention to service commodity. However, to consumer experiences during service processes, customers seriously consider the consumption process can be perceived as emotional experiences and as an entertainment. The objectives of this research a is to understand the relationship between customer co-production, emotional experience, amd consumer satisfaction for customer in the buffet restaurants of International Tourist Hotels. This research adopt with purposive sampling and Snowball sampling. SPSS18.0 is used for the data analysis.
A total of 462 questionnaires were valid. The result showed customer co-production has a positive influence to emotional experience, customer co-production has a positive influence to consumer satisfaction, emotional experience has a positive influence to consumer satisfaction, and emotional experience as an intervening variable between customer co-production and consumer satisfaction.
