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http://hdl.handle.net/10397/93203
Title: | Hoteliers’ service design for mobile-based value co-creation | Authors: | Lei, SI Wang, D Law, R |
Issue Date: | 21-Nov-2019 | Source: | International journal of contemporary hospitality management, 21 Nov. 2019, v. 31, no. 11, p. 4338-4356 | Abstract: | Purpose: This study aims to investigate how hoteliers leverage mobile technologies to shape services that allow customers to create their own unique and personalized experiences. Design/methodology/approach: Guided by service-dominant logic and sociomateriality, this study analyzes hoteliers’ reasoning behind the design of mobile-based services through qualitative research. Data were collected from interviews with hotel managers representing best-practice companies in the industry. Findings: The findings provide a rich description of mobile-based value co-creation in the hotel context. They delineate hoteliers’ understanding of mobile technologies as a means to co-create value, their strategic considerations and the forms in which value is expected to be co-created. Research limitations/implications: This study unearths the new roles of hoteliers, unique forms of value co-creation and their underlying structures in the specific context of mobile-based value co-creation. Practical implications based on industry best practices are provided for hospitality companies seeking to innovate by co-creating value with customers using mobile technologies. Originality/value: This research paper contributes to the hospitality literature on IT-enabled service innovation and value co-creation by comprehensively explaining the underlying structure and design of co-created experiences facilitated by mobile-based services. |
Keywords: | Hospitality Hotel Mobile-based service Service design Value co-creation |
Publisher: | Emerald Group Publishing Limited | Journal: | International journal of contemporary hospitality management | ISSN: | 0959-6119 | EISSN: | 1757-1049 | DOI: | 10.1108/IJCHM-03-2018-0249 | Rights: | © Emerald Publishing Limited. This AAM is provided for your own personal use only. It may not be used for resale, reprinting, systematic distribution, emailing, or for any other commercial purpose without the permission of the publisher. The following publication Lei, S. I., Wang, D., & Law, R. (2019). Hoteliers’ service design for mobile-based value co-creation. International Journal of Contemporary Hospitality Management, 31(11), 4338-4356 is published by Emerald and is available at https://doi.org/10.1108/IJCHM-03-2018-0249 |
Appears in Collections: | Journal/Magazine Article |
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File | Description | Size | Format | |
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Wang_Hoteliers_Service_Design.pdf | Pre-Published version | 909.04 kB | Adobe PDF | View/Open |
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