Tourists’ emotions as a resource for customer value creation, cocreation, and destruction: a customer-grounded understanding

Malone, Sheila and McKechnie, Sally and Tynan, Caroline (2017) Tourists’ emotions as a resource for customer value creation, cocreation, and destruction: a customer-grounded understanding. Journal of Travel Research . ISSN 1552-6763

[img] PDF - Repository staff only until 20 July 2018. - Requires a PDF viewer such as GSview, Xpdf or Adobe Acrobat Reader
Download (498kB)
[img] PDF - Repository staff only until 20 July 2018. - Requires a PDF viewer such as GSview, Xpdf or Adobe Acrobat Reader
Download (504kB)

Abstract

Research on customer value creation in a tourism setting has tended to prioritize the firm’s over the customer’s perspective. However, new understandings of customer value through the lens of customer-dominant logic emphasize the need to consider value as emerging within the broader context of a customer’s lifeworld, which transcends customer–firm interactions and includes interactions with others. Tourism experiences are experiential and meaning-laden at the individual and collective levels. As a resource for value creation, emotions play an important but underexplored role during value-in-use and influence the tourist’s consumption experience. We provide a customer-grounded understanding of value creation as emerging and evolving over time by examining how emotions are experienced and contribute to the holistic consumption experience both intra- and intersubjectively. By demonstrating how emotions, as a customer operant resource, contribute to the process of value creation as well as value destruction, we extend our knowledge of experiential consumption practices.

Item Type: Article
Keywords: Customer-dominant logic; Emotions; Value creation; Value co-creation; Value destruction
Schools/Departments: University of Nottingham, UK > Faculty of Social Sciences > Nottingham University Business School
Identification Number: 10.1177/0047287517720118
Depositing User: Eprints, Support
Date Deposited: 22 Sep 2017 08:53
Last Modified: 20 Oct 2017 02:54
URI: http://eprints.nottingham.ac.uk/id/eprint/46611

Actions (Archive Staff Only)

Edit View Edit View