Hospitality employee and customer role in value co-creation: Personal, organizational and collaborative outcomes

Shulga, Lenna V.; Busser, James A.

doi:10.1016/j.ijhm.2020.102648

Cited by 33 publications

(24 citation statements)

References 58 publications

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“…Hospitableness is the quality or state of being hospitable alongside the willingness to be hospitable for its own sake, without any expectation of recompense or reciprocity (Heal, 1990;Telfer, 1995Telfer, , 1996Derrida, 2000;Hemmington, 2007;Lashley, 2007Lashley, , 2014O'Gorman, 2007;Ariffin, 2013;Lugosi, 2014;Tasci et al, 2016;Lynch, 2017;Pijls et al, 2017;Filimoanu and Brown, 2018). Co-creation is seen by an initiative, or form of strategy, that brings different parties together (in this instancestaff, customers and managers of hospitality servicescapes), in order to jointly produce a hospitable experience (Marques et al, 2015;Chathoth et al, 2016;Dimitrios and Yeyen, 2019;Kim et al, 2019;Lin et al, 2019;Shulgar and Busser, 2020).…”

Section: Introductionmentioning

confidence: 99%

Harmless flirtations or co-creation? Exploring flirtatious encounters in hospitable experiences

Gibbs

Haven-Tang

Ritchie

2021

Tourism and Hospitality Research

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Exploring the relationship between sexual harassment and service work in hospitality has long been considered a complex issue, due to the blurred and sometimes invisible line between flirting, harassment and the very nature of close contact hospitality service work. Little research has examined how mutual flirtations (when they are conducted in an appropriate manner and within safe boundaries) between customer and staff can play a positive role in the co-creation of hospitable experiences. This paper presents the findings of one theme from a wider PhD study which sought to explore the role of staff, customers and managers in the co-creation and performance of natural hospitable experiences. The focus of this paper is an exploration of the relationship between flirtatious encounters and the co-creation of hospitable experiences. In the wider study, three research phases were conducted. Semi-structured interviews were undertaken with service staff and managers from a range of hospitality servicescapes and data was gathered from customers through a number of focus groups, and the findings suggest that harmless and appropriate flirtatious encounters between customers and staff which are initiated in a natural and safe manner can have a positive influence on the co-creation of hospitable experiences.

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Section: Introductionmentioning

confidence: 99%

Harmless flirtations or co-creation? Exploring flirtatious encounters in hospitable experiences

Gibbs

Haven-Tang

Ritchie

2021

Tourism and Hospitality Research

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“…In addition, experiments are able to better randomize the sample and eliminate confounding factors than surveys (Styvén et al , 2020; Viglia and Dolnicar, 2020). Furthermore, a scenario-based experiment ensures researchers to manipulate multiple IVs in complicated conditions of scenarios (Shulga and Busser, 2020). In this research, three IVs appeared in complex scenarios for each study.…”

Section: Methodsmentioning

confidence: 99%

Effects of history, location and size of ethnic enclaves and ethnic restaurants on authentic cultural gastronomic experiences

Song

Kim

2022

IJCHM

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Purpose The extant gastronomy literature has rarely examined a connection between authentic gastronomic experiences and destinations. Specifically, ethnic enclaves, which are unique gastronomic and cultural destinations providing ethnic cuisine and cultural experiences to visitors, have been under-researched. Thus, this study aims to address this knowledge gap. Design/methodology/approach Using a 2 (history: long vs short) × 2 (location: Central Business District vs rural; main street vs alleyway) × 2 size/ownership type (big vs small; chain vs independent) between-subjects design, two experiments were conducted using a sample of 557 British consumers to test the effect of history, location and size of ethnic enclaves and ethnic restaurants on consumers’ authentic cultural and gastronomic experiences in a UK context. Findings In Study 1, ethnic enclave’s size affected consumers’ authentic cultural experiences. In Study 2, restaurants’ history and ownership type positively influenced consumers’ authentic gastronomic experiences. Both studies consistently reported the positive relationship between authentic experiences and behavioural intentions. Practical implications For ethnic enclaves, the management team may consider expanding the size of ethnic enclaves to increase consumers’ authentic cultural experience. For those ethnic restaurants within the ethnic enclave, any independent or old ethnic restaurants should actively promote both characteristics in their marketing materials to create a feeling of offering authentic gastronomic experiences to customers. Originality/value This study identified important ethnic enclave-related factors and ethnic restaurant-related factors forming consumers’ authentic cultural and gastronomic experiences.

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“…Consistent with findings from previous research, resource integration plays a major role in value cocreation. According to S-D logic, resource integration is a crucial factor in cocreation (Shulga and Busser, 2020). The integration of resources by multiple actors, such as employees and customers, can drive successful value cocreation (Akaka and Chandler, 2011;Lusch et al, 2010;Plé, 2016).…”

Section: Value Cocreation Researchmentioning

confidence: 99%

Value cocreation research in tourism and hospitality: a comparative bibliometric analysis

Liu

Zeng

et al. 2021

IJCHM

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Purpose The purpose of this study is to present a holistic review of journal articles on value cocreation in the tourism and hospitality field. By distinguishing similarities and differences in the contexts of China and other regions, the authors identify targeted research directions. Design/methodology/approach This study collected 438 English articles and 31 Chinese articles on value cocreation in tourism and hospitality published in the Web of Science, Scopus and China National Knowledge Infrastructure online databases. After analyzing the study location of all articles in the sample, the authors identified 79 English-language articles that adopted China as the context of the study. The first data set included non-China-focused publications and the second data set included China-focused publications. A comparative bibliometric methodology was conducted. Findings The results indicate similarities and differences between the two data sets in terms of research methods, topics and future research directions. Seven major concepts were identified in the first data set: hospitality value cocreation; the value generation process; key stakeholders; outcome variables; the application of service-dominant logic; peer-to-peer accommodation and destination management. Four research focuses were identified in the second data set: the application of customer-dominant logic; the value generation process; resource integration and the cocreation experience. Research limitations/implications This research contributes to the understanding of tourism and hospitality cocreation systems through literature analysis and encourages future research on the nexus of the Chinese and global contexts. This systematic investigation extends the concept of value cocreation by integrating its implementation process and value categories and further evaluates the consequences and benefits of value cocreation, which helps clarify how winners and losers can adjust their strategies accordingly. Originality/value The originality of this paper lies in the adopted comparative bibliometric analysis which comprehensively reviewed and compared the characteristics of value cocreation research across two contexts. In addition, the study dialectically assesses Chinese tourism cocreation phenomena and their impacts from a global perspective.

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Hospitality employee and customer role in value co-creation: Personal, organizational and collaborative outcomes

Cited by 33 publications

References 58 publications

Harmless flirtations or co-creation? Exploring flirtatious encounters in hospitable experiences

Harmless flirtations or co-creation? Exploring flirtatious encounters in hospitable experiences

Effects of history, location and size of ethnic enclaves and ethnic restaurants on authentic cultural gastronomic experiences

Value cocreation research in tourism and hospitality: a comparative bibliometric analysis

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