Customer value co-creation in the hospitality and tourism industry : a systematic literature review

Detalhes bibliográficos
Autor(a) principal: Carvalho, Pedro
Data de Publicação: 2022
Outros Autores: Alves, Helena
Tipo de documento: Artigo
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/20.500.11960/2823
Resumo: Purpose - This study aims to develop a systematic literature review of customer value co-creation in the hospitality and tourism industry and present the different views of the scientific community, highlighting the dimensions, antecedents and outcomes of customer value co-creation. Design/methodology/approach - This study adopted a systematic review process guided by the preferred reporting items for systematic reviews and meta-analyses protocol. Data were collected through a search for papers in Scopus, EBSCO, Web of Science and Science Direct databases. The systematic review was performed based on 216 validated articles. Findings - The study reveals that the manifestations of customer value co-creation can be understood, based on two fundamental dimensions: customer behaviours and factors that shape co-creation. However, some antecedents are closely linked to the customer, social environment, service provider and technological resources. Moreover, there are numerous outcomes resulting from customer value co-creation, grouped in customer results, perceived value and organizational performance and market outcomes. Practical implications - This research contributes to a more informed explanation for hospitality and tourism organizations about the importance of tourist and guest involvement in value co-creation. This systematic knowledge can facilitate the design of the service, as well as the value proposition offered by hospitality and tourism organizations. Originality/value - The study extends the literature by systematizing the empirical and conceptual knowledge, using for the first time a systematic literature review.
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spelling Customer value co-creation in the hospitality and tourism industry : a systematic literature reviewValue co-creationService dominant-logicCustomer dominant-logicSocial exchange theorySystematic literature reviewPurpose - This study aims to develop a systematic literature review of customer value co-creation in the hospitality and tourism industry and present the different views of the scientific community, highlighting the dimensions, antecedents and outcomes of customer value co-creation. Design/methodology/approach - This study adopted a systematic review process guided by the preferred reporting items for systematic reviews and meta-analyses protocol. Data were collected through a search for papers in Scopus, EBSCO, Web of Science and Science Direct databases. The systematic review was performed based on 216 validated articles. Findings - The study reveals that the manifestations of customer value co-creation can be understood, based on two fundamental dimensions: customer behaviours and factors that shape co-creation. However, some antecedents are closely linked to the customer, social environment, service provider and technological resources. Moreover, there are numerous outcomes resulting from customer value co-creation, grouped in customer results, perceived value and organizational performance and market outcomes. Practical implications - This research contributes to a more informed explanation for hospitality and tourism organizations about the importance of tourist and guest involvement in value co-creation. This systematic knowledge can facilitate the design of the service, as well as the value proposition offered by hospitality and tourism organizations. Originality/value - The study extends the literature by systematizing the empirical and conceptual knowledge, using for the first time a systematic literature review.Emerald2022-11-16T19:08:28Z2022-01-01T00:00:00Z20222022-10-06T14:14:20Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttp://hdl.handle.net/20.500.11960/2823eng0959-6119https://doi.org/10.1108/IJCHM-12-2021-1528metadata only accessinfo:eu-repo/semantics/openAccessCarvalho, PedroAlves, Helenareponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2023-03-21T14:40:17Zoai:repositorio.ipvc.pt:20.500.11960/2823Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T17:44:08.592143Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv Customer value co-creation in the hospitality and tourism industry : a systematic literature review
title Customer value co-creation in the hospitality and tourism industry : a systematic literature review
spellingShingle Customer value co-creation in the hospitality and tourism industry : a systematic literature review
Carvalho, Pedro
Value co-creation
Service dominant-logic
Customer dominant-logic
Social exchange theory
Systematic literature review
title_short Customer value co-creation in the hospitality and tourism industry : a systematic literature review
title_full Customer value co-creation in the hospitality and tourism industry : a systematic literature review
title_fullStr Customer value co-creation in the hospitality and tourism industry : a systematic literature review
title_full_unstemmed Customer value co-creation in the hospitality and tourism industry : a systematic literature review
title_sort Customer value co-creation in the hospitality and tourism industry : a systematic literature review
author Carvalho, Pedro
author_facet Carvalho, Pedro
Alves, Helena
author_role author
author2 Alves, Helena
author2_role author
dc.contributor.author.fl_str_mv Carvalho, Pedro
Alves, Helena
dc.subject.por.fl_str_mv Value co-creation
Service dominant-logic
Customer dominant-logic
Social exchange theory
Systematic literature review
topic Value co-creation
Service dominant-logic
Customer dominant-logic
Social exchange theory
Systematic literature review
description Purpose - This study aims to develop a systematic literature review of customer value co-creation in the hospitality and tourism industry and present the different views of the scientific community, highlighting the dimensions, antecedents and outcomes of customer value co-creation. Design/methodology/approach - This study adopted a systematic review process guided by the preferred reporting items for systematic reviews and meta-analyses protocol. Data were collected through a search for papers in Scopus, EBSCO, Web of Science and Science Direct databases. The systematic review was performed based on 216 validated articles. Findings - The study reveals that the manifestations of customer value co-creation can be understood, based on two fundamental dimensions: customer behaviours and factors that shape co-creation. However, some antecedents are closely linked to the customer, social environment, service provider and technological resources. Moreover, there are numerous outcomes resulting from customer value co-creation, grouped in customer results, perceived value and organizational performance and market outcomes. Practical implications - This research contributes to a more informed explanation for hospitality and tourism organizations about the importance of tourist and guest involvement in value co-creation. This systematic knowledge can facilitate the design of the service, as well as the value proposition offered by hospitality and tourism organizations. Originality/value - The study extends the literature by systematizing the empirical and conceptual knowledge, using for the first time a systematic literature review.
publishDate 2022
dc.date.none.fl_str_mv 2022-11-16T19:08:28Z
2022-01-01T00:00:00Z
2022
2022-10-06T14:14:20Z
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dc.relation.none.fl_str_mv 0959-6119
https://doi.org/10.1108/IJCHM-12-2021-1528
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