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What drives customer value in composed service systems? The case of mountain resorts
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- Durrande-Moreau, Agnés (author)
- Université de Savoie
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- Edvardsson, Bo, 1952- (author)
- Karlstads universitet,Avdelningen för företagsekonomi,Centrum för tjänsteforskning
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- Kreziak, Dominique (author)
- Université de Savoie
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- 2012
- 2012
- English.
- In: Marketing, Strategy, Economics, Operations and Human Resources.
- Conference paper (peer-reviewed)
Abstract
Subject headings
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- This paper focuses on composed service systems (CSS), when a macro-entity - such as resorts, malls or universities - offers a range of services provided by several businesses. The aim is to understand how customers create value and combine their own resources with the resources offered by providers. A qualitative study was conducted in the context of mountain resorts during the summer season, tourists were interviewed during their stay. The analysis identifies three main categories of value drivers: activities, interactions and others. The analysis also reveals that tourists appreciate business-organised activities (restaurant, sport club…) as well as self-organised activities (picnic, hiking …). They combine their own resources with the ones of the various providers and of the resort (nature, walking paths …). The paper contributes to a new empirically based conceptualisation of customers’ resource integration and value co-creation. We emphasize value drivers in the continuum provider-defined/customer-defined value co-creation processes and what this requires in terms of design of a supporting CSS. The conclusion argues that the findings can apply to any CSS and pave the way for service innovation.
Subject headings
- SAMHÄLLSVETENSKAP -- Ekonomi och näringsliv -- Företagsekonomi (hsv//swe)
- SOCIAL SCIENCES -- Economics and Business -- Business Administration (hsv//eng)
Keyword
- value creation
- resource integration
- service system
- customer
- tourism
- Samhällskunskap
- Samhällskunskap
Publication and Content Type
- ref (subject category)
- kon (subject category)
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