Exploring how interaction leads to value co-creation, value co-destruction, and value no-creation during service mega-disruptions
Authors: Assiouras, I., Vallström, N., Skourtis, G. and Buhalis, D.
Journal: Current Issues in Tourism
Volume: 27
Issue: 20
Pages: 3231-3248
ISSN: 1368-3500
DOI: 10.1080/13683500.2023.2259055
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 contributes to the understanding of value dynamics during SMDs and calls for further exploration of multiple stakeholders’ perspectives in such contexts.
https://eprints.bournemouth.ac.uk/39155/
Source: Scopus
Exploring how interaction leads to value co-creation, value co-destruction, and value no-creation during service mega-disruptions
Authors: Assiouras, I., Vallstrom, N., Skourtis, G. and Buhalis, D.
Journal: CURRENT ISSUES IN TOURISM
Volume: 27
Issue: 20
Pages: 3231-3248
eISSN: 1747-7603
ISSN: 1368-3500
DOI: 10.1080/13683500.2023.2259055
https://eprints.bournemouth.ac.uk/39155/
Source: Web of Science (Lite)
Exploring how interaction leads to value co-creation, value co-destruction, and value no-creation during service mega-disruptions
Authors: Assiouras, I., Vallström, N., Skourtis, G. and Buhalis, D.
Journal: Current Issues in Tourism
ISSN: 1368-3500
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 contributes to the understanding of value dynamics during SMDs and calls for further exploration of multiple stakeholders’ perspectives in such contexts.
https://eprints.bournemouth.ac.uk/39155/
Source: BURO EPrints