PurposeThe customer as an active and engaged value co-creator raises new challenges for theory and practice, especially in the hospitality industry. However, the connection between engagement and co-creation is little studied in the hotel/tourism literature. This paper proposes a connection between customer engagement (CE) and value co-creation frameworks to ascertain and depict the internal actors' activities and factors that foster or hinder guests' co-creation and destruction of value.Design/methodology/approachThe researchers used qualitative methods (35 in-depth interviews, document analysis and four observation sessions) in seven regions of Ghana to explore the customer's perspective. Data were analyzed with NVivo11 within a thematic analysis framework.FindingsThe findings suggest that positive and negative engagement fosters or hinders guests' interactions, which lead to value co-creation or destruction. The research also discovered that negative interactions occasioned by any factor or actor trigger value destruction at multiple stages of the experience journey.Practical implicationsIndustry players can use the framework developed to assess their businesses, explore and reflect on the proposed value they aim to generate, and thus be more aware of how they can better facilitate value co-creation with their consumers and avoid value destruction.Originality/valueThis research proposes a novel connection between customer interactions, engagement and value co-creation to ascertain and depict the internal actors' activities and factors that foster or hinder customers' experience in the hotel/tourism industry.

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In an effort to overhaul and stabilise the banking sector, the Bank of Ghana revoked the licences of nine Ghanaian banks and one was downgraded to savings and loans institution which later folded up summing up to ten banks. This paper investigated the effects of the collapse banks on customers.  Using a quantitative approach, the study revealed that the collapse of the banks had major impacts on customers including loss of capital, disincentive to do further savings, inability to pay creditors and a general decline in the capacity to handle needs including educational plans. In addition, the study established that the most affected customer category was current account holders. Among others, the study recommends that the Bank of Ghana should be cautious in handing distressed banks, and also encourage self-regulation among banks mainly through the Bankers’ association. It is also recommended that over ambitious branch network expansions should be scrutinized regularly by the Central Bank. As part of the governance framework, universal banks should also put in place mechanisms to monitor and sanction both internal and external auditors when their works fall below expectations.