Value propositions during service mega-disruptions: Exploring value co-creation and value co-destruction in service recovery
Authors: Assiouras, I., Vallström, N., Skourtis, G. and Buhalis, D.
Journal: Annals of Tourism Research
Volume: 97
ISSN: 0160-7383
DOI: 10.1016/j.annals.2022.103501
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.
https://eprints.bournemouth.ac.uk/37794/
Source: Scopus
Value propositions during service mega-disruptions: Exploring value co-creation and value co-destruction in service recovery
Authors: Assiouras, I., Vallstroem, N., Skourtis, G. and Buhalis, D.
Journal: ANNALS OF TOURISM RESEARCH
Volume: 97
eISSN: 1873-7722
ISSN: 0160-7383
DOI: 10.1016/j.annals.2022.103501
https://eprints.bournemouth.ac.uk/37794/
Source: Web of Science (Lite)
Value propositions during service mega-disruptions: Exploring value co-creation and value co-destruction in service recovery
Authors: Assiouras, I., Vallström, N., Skourtis, G. and Buhalis, D.
Journal: Annals of Tourism Research
Volume: 97
ISSN: 0160-7383
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.
https://eprints.bournemouth.ac.uk/37794/
Source: BURO EPrints