Customer co-creation of travel services: The role of company support and customer satisfaction with the co-creation performance

Grissemann, Ursula S.; Stokburger-Sauer, Nicola

doi:10.1016/j.tourman.2012.02.002

Cited by 563 publications

(580 citation statements)

References 76 publications

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“…The specific characteristics of tourisms with regard to co-creation can be described as follows (Grissemann andStokburger-Sauer 2012, 1483): 1) cooperation among tourists and travel professionals in creating travel arrangements helps tourists to create a unique experience, 2) co-creation activities help travel professionals to regain tourists as they help them get travel arrangements tailored to their individual needs, 3) tourists, through online sharing of travel experiences, create value also for other companies included in travel arrangements and for the community. By sharing their travel experiences through online social networks, tourists help to shape the future behaviour of other online community members.…”

Section: Tourist Experience Co-creationmentioning

confidence: 99%

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Co-Creating Tourist Experiences to Enhance Customer Loyalty and Travel Satisfaction

Lončarić¹,

Prodan²,

Dlačić³

2017

Tourism in Southern and Eastern Europe

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Purpose -The purpose of this paper is to highlight the need for cooperation between tourists and travel professionals in creating a memorable visitor experience. The objectives of the study are twofold: first, to explain the concept of tourist experience co-creation and, second, to explore the relationships among tourist experience co-creation, customer satisfaction, overall travel satisfaction and customer loyalty towards travel professionals. Methodology -The study uses constructs from past literature. A survey was conducted on a convenience sample of 422 Croatian residents who had travelled at least once in the year prior to the study. The hypotheses were empirically tested and validated by partial least square structural equation modelling (PLS-SEM). Findings -Participation in the co-creation process of an experience, together with travel professionals, positively affects customer satisfaction. Further, customer satisfaction with cocreation has a positive effect on overall travel satisfaction and customer loyalty to travel professionals. There is also evidence that overall travel satisfaction positively affects customer loyalty to service provider. Contribution -This study contributes to the knowledge of tourist experience co-creation within the theory of service-dominant logic and customer behaviour. The scientific contribution is found in testing the influence of tourist experience co-creation on tourist satisfaction and loyalty. The applicable contribution emphasises the necessity to include tourists as an active, involved and participating part in the process of providing services. Their involvement in this process will positively affect their satisfaction and loyalty.

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Section: Tourist Experience Co-creationmentioning

confidence: 99%

“…Grissemann and Stokburger-Sauer (2012) point out that empirical evidence of co-creation research in tourism is scarce and a number of research questions are still unanswered. This makes an argument for conducting the study presented in this paper.…”

Section: Introductionmentioning

confidence: 99%

Co-Creating Tourist Experiences to Enhance Customer Loyalty and Travel Satisfaction

Lončarić¹,

Prodan²,

Dlačić³

2017

Tourism in Southern and Eastern Europe

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“…This process mostly takes place in the customer sphere (Grönroos & Gummerus, 2014) and may include face-to-face interactions with other customers (Parker & Ward, 2000) or online in social networks and communities (Grissemann & Stokburger-Sauer, 2012). Parker and Ward (2000) suggest that customer-to-customer interaction is becoming an important area of research with the rise of SSTs and the delivery of services in non-employee environments.…”

Section: S-d Logic and Customer Roles In Servicementioning

confidence: 99%

“…An understanding of the customer perspective on their roles is even more necessary in an SST context where the customer not only evaluates the service outcome, but also co-produces the core service offering, thus determining the outcome (Hilton et al, 2013). In a tourism context, co-creation has been found to have a positive effect on customer satisfaction (Grissemann & Stokburger-Sauer, 2012) and loyalty (Polo Pena et al, 2014), but the SST context may also introduce negative, value-destroying aspects (Hilton et al, 2013). Therefore, co-creation in SST usage in tourism requires specific research attention.…”

Section: S-d Logic and Customer Roles In Servicementioning

confidence: 99%

“…A number of calls have been made by researchers to further understand value co-creation in tourism (see for example Grissemann & Stokburger-Sauer, 2012;Polo Pena, Frias Jamilena, & Rodriguez Molina, 2014;Shaw, Bailey, & Williams, 2011). Therefore, this paper reports on a study involving 133 airline passengers in an international airport in Ireland.…”

Section: Introductionmentioning

confidence: 99%

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Customer Roles in Self-Service Technology Encounters in a Tourism Context

Kelly

Lawlor²,

Mulvey

2016

Journal of Travel & Tourism Marketing

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This paper reports on a study which explored the customer perspective on their roles in SST encounters in a tourism context, through the theoretical lens of service-dominant logic. The study employed short qualitative interviews with airline passengers at an international airport.The findings suggest that customers can assume six roles in an SST encounter which can be viewed as either positive or negative in terms of value creation. Therefore, a key contribution of this paper is the development of a role-experience continuum which depicts the variations in customer experiences of value creation in a tourism context.

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Immersive technology and cause‐related marketing: The role of personalization and value co‐creation

Luan,

Phan

2023

J of Consumer Behaviour

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This research conducted two studies to investigate the impact of immersive technology adoption on facilitating sustainable consumption behavior according to the perceived value co‐creation model. The first study used an online survey to examine the mediating effect of value co‐creation on the relationship between personalized values and sustainable behavioral intentions in adopting the 360‐degree video. In contrast, the second experimented to investigate the perceived value co‐creation model in adopting the virtual reality game. We collected 501 U.S. participants for watching the video about the presentation of a marine environment in Study 1, while recruited 92 college students in Taiwan to play the game regarding beach cleaning in Study 2. We found that immersive technologies can facilitate personalized values for value co‐creation, leading to increased intention to support, in this case, beach cleaning. The study provides theoretical contributions and managerial implications, providing evidence to show the potential of immersive technologies used in cause‐related marketing associated with sustainable consumption. Prior studies have shown that consumers perceive uncertain toward ethical attributes in sustainable consumption, leading to their low engagement. This research contributes to a solution of the problem by adopting immersive technologies to increase value co‐creation for purchasing cause‐related products.

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Customer co-creation of travel services: The role of company support and customer satisfaction with the co-creation performance

Cited by 563 publications

References 76 publications

Co-Creating Tourist Experiences to Enhance Customer Loyalty and Travel Satisfaction

Co-Creating Tourist Experiences to Enhance Customer Loyalty and Travel Satisfaction

Customer Roles in Self-Service Technology Encounters in a Tourism Context

Immersive technology and cause‐related marketing: The role of personalization and value co‐creation

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