| 1. |
- Assiouras, Ioannis, et al.
(författare)
-
Exploring how interaction leads to value co-creation, value co-destruction, and value no-creation during service mega-disruptions
- 2023
-
Ingår i: Current Issues in Tourism. - : Taylor and Francis Ltd.. - 1368-3500 .- 1747-7603.
-
Tidskriftsartikel (refereegranskat)abstract
- This study investigates the principles and the factors influencing interaction for resource integration during service mega-disruptions (SMDs) in the tourism ecosystem. Utilizing qualitative data from semi-structured interviews conducted during the COVID-19 pandemic, this article reveals that interaction principles of willingness to exchange, access to information, dialogue, transparency, coordination, adaptation, and informed risk assessment lead to value co-creation (VCC). Failure to follow these principles leads to value no-creation (VNC) or value co-destruction (VCD). During SMDs, the most critical factors influencing interaction for resource integration are traveller’s safety needs, initiation of travel cancellation, sympathy, proactivity, omnichannel communication, the effectiveness of technology and employees as well as the number of involved actors. Forced indifference in VNC is uncovered, where firms’ constraints hinder their engagement despite tourists’ desire for interaction. This study contributesto the understanding of value dynamics during SMDs and calls for further exploration of multiple stakeholders’ perspectives in such contexts.
|
|
| 2. |
- Assiouras, Ioannis, et al.
(författare)
-
Value propositions during service mega-disruptions : Exploring value co-creation and value co-destruction in service recovery
- 2022
-
Ingår i: Annals of Tourism Research. - : Elsevier Ltd.. - 0160-7383. ; 97, s. 1-14
-
Tidskriftsartikel (refereegranskat)abstract
- This paper explores value co-creation and co-destruction by focusing on the role of value propositions, practices, and institutions in the tourism ecosystem during COVID-19. Customers that had experienced travel cancellations were interviewed. The findings indicate that during service mega-disruptions, customers re-evaluate resources and value propositions by prioritizing eudemonic well-being, demonstrating at the same time sympathy for the tourism firms' well-being. However, consumers expect reciprocity, honesty, transparency, and flexibility from tourism firms. The service mega-disruption of COVID-19 provoked a misalignment of practices and routines that led to value co-destruction. This paper proposes that value co-creation can be achieved during a service mega-disruption when actors demonstrate more altruism, solidarity, and shared intentions to maximize or protect the well-being of the ecosystem's actors.
|
|
| 3. |
- Zillinger, Malin, et al.
(författare)
-
Free guided tours
- 2022
-
Ingår i: Encyclopedia of Tourism Management and Marketing.
-
Bokkapitel (övrigt vetenskapligt/konstnärligt)
|
|
| 4. |
- Zillinger, Malin, et al.
(författare)
-
Information search in tourism
- 2022
-
Ingår i: Encyclopedia of Tourism Management and Marketing.
-
Bokkapitel (övrigt vetenskapligt/konstnärligt)
|
|
