Service-Dominant Logic and Value in Tourism Management: A Qualitative Study within Spanish Hotels Managers

Hayslip, Travis B.; Gallarza, Martina G.; Andreu, Luisa

doi:10.22158/jbtp.v1n2p303

Cited by 9 publications

(7 citation statements)

References 64 publications

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“…Afterwards Chathoth et al (2016) reviewed the extant literature on co-creation, calling for further research aimed at defining and assessing co-creation modes in tourism. There is still a scarcity of meaningful studies within the managerial literature characterized by an enduring gap between providers and tourists (Garrigós-Simón et al, 2008;Hayslip et al, 2013).…”

Section: Tqm 296mentioning

confidence: 99%

The role of technology and institutions in tourism service ecosystems

Barile

Ciasullo

Troisi

et al. 2017

TQM

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Purpose Given the growing attention on service ecosystem and the role played by technology and institutions in shaping of actors’ relations and interactions, the purpose of this paper is to examine a tourism environment with the lens of service ecosystem in order to derive a deeper understanding on the underlying mechanisms. Design/methodology/approach A mixed methodology was used. First, literature review based on service ecosystems framework was conducted to critically analyze the roles of technology and institutions to shape a tourism service ecosystem. Then a case study was conducted. Findings Two main findings are described: the role and the characteristics of physical and virtual engagement touchpoints in the emergence of a tourism service ecosystems; and the relationship between technology and institutions in the resource integration. In particular, the authors conclude that institutions can shape the usage of technology which, in turn, can enable and imply the emergence of new institutions, continually adjusting the system of the tourism service ecosystem. Practical implications The analysis contributes to deepening the knowledge about value co-creation processes and engagement expedients in tourism destination, explaining the role of institutions and technology in helping actors to integrate resources and exchange services. The study can also be useful for practitioners in search for powerful tool to increase the competitiveness of a tourism destination. Originality/value The study is one of the first attempts to conceptualize and operationalize a tourism destination in a service ecosystem framework. In this way it contribute to enhance scientific knowledge in a tourism management literature.

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Section: Tqm 296mentioning

confidence: 99%

The role of technology and institutions in tourism service ecosystems

Barile

Ciasullo

Troisi

et al. 2017

TQM

View full text Add to dashboard Cite

show abstract

“…Conversely, other studies (e.g. Grissemann and Stokburger-Sauer, 2012;Hayslip et al, 2013) have focussed on the benefits of value co-creation by focusing on tourism organisations, such as hotels and travel agencies.…”

Section: An Illustrative Example From the Tourism Industrymentioning

confidence: 99%

Evaluating the outcomes of service ecosystems

Baccarani

Cassia

2017

TQM

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Purpose The purpose of this paper is to understand how the resource integration processes that occur within service ecosystems affect both the well-being of the entire ecosystem and the well-being of specific focal actors (i.e. customers) in the ecosystem. Specifically, this paper considered cases in which customers’ well-being results from simultaneous participation in a multiplicity of service ecosystems. Design/methodology/approach An illustrative example, taken from the tourism context, was used to develop a conceptual framework (of which customers were the focal actors) to evaluate service ecosystem outcomes. Findings The results showed that the well-being of focal actors (i.e. customers) should be evaluated by considering the outcomes that arise in the interlocking service ecosystems in which the customers simultaneously participate. Further, in relation to these interlocking service ecosystems, high levels of well-being within a single ecosystem did not necessarily cause focal actors to experience high levels of well-being. Research limitations/implications To ensure the creation of positive customer experiences, the co-creating actors (e.g. the service providers) must first identify each of the interlocking service ecosystems in which customers simultaneously participate and then establish interactions with other relevant actors. Originality/value By considering the complex relationships between the well-being of a service ecosystem as a whole and the well-being of specific focal actors (e.g. customers) in an ecosystem, this study advances knowledge about evaluations on the performance of service ecosystems.

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“…Vargo and Lusch (2008) present ten foundational premises that underlay SDL. Hayslip et al (2013) evaluated these premises from a tourism perspective and found that they apply in this complex service context. The premises put forward by Vargo and Lusch (2008) are: service is the fundamental basis of exchange; indirect exchange masks the fundamental basis of exchange; goods are a distribution mechanism for service provision; operant resources are the fundamental source of competitive advantage; all economies are service economies; the customer is always a co-creator of value; the enterprise cannot deliver value but only offer value propositions; a service-centred view is inherently customer oriented and relational; all social and economic actors are resource integrators; and value is always uniquely and phenomenological determined by the beneficiary.…”

Section: Co-created Experiencesmentioning

confidence: 99%

“…The premises put forward by Vargo and Lusch (2008) are: service is the fundamental basis of exchange; indirect exchange masks the fundamental basis of exchange; goods are a distribution mechanism for service provision; operant resources are the fundamental source of competitive advantage; all economies are service economies; the customer is always a co-creator of value; the enterprise cannot deliver value but only offer value propositions; a service-centred view is inherently customer oriented and relational; all social and economic actors are resource integrators; and value is always uniquely and phenomenological determined by the beneficiary. For a detailed explanation of these value propositions see Hayslip et al (2013) and Vargo and Lusch (2008).…”

Section: Co-created Experiencesmentioning

confidence: 99%

Service-dominant logic and the festival experience

Winkle

Bueddefeld

2016

IJEFM

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Purpose The purpose of this paper is to understand the process of value co-creation by examining festival attendees’ perspectives of their festival experiences. Service-dominant logic (SDL) is used as a framework to understand the how value is co-created in the festival setting. Design/methodology/approach Using a SDL approach and personal meaning mapping methods, this research offers insight into how value is co-created by the attendee, festival, and influential others. Findings This research found that personal, social, cultural, physical, place, and arts presentation domains come together to add value to the festival experience. Research limitations/implications This research adds insight into the value co-creation process if festival settings. SDL is examined in relation to findings and re-conceptualized based on findings. This research was not intended to generalize all performing arts festivals but instead provided a detailed descriptive account of the experiences offered by performing arts festivals examined. Practical implications These findings contribute to the understanding of how co-created experiences can be developed, marketed and managed and provide insight into areas of future research to better understand the co-creation process in event contexts. Originality/value By providing a framework for understanding the festival experience, employing SDL, and using of experiential assessment methods across festivals, this research fulfils an identified need for an in-depth understanding of the co-created meanings of festival experiences.

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Service-Dominant Logic and Value in Tourism Management: A Qualitative Study within Spanish Hotels Managers

Abstract: With the award-winning article of Vargo and Lusch (2004)

Cited by 9 publications

References 64 publications

The role of technology and institutions in tourism service ecosystems

The role of technology and institutions in tourism service ecosystems

Evaluating the outcomes of service ecosystems

Service-dominant logic and the festival experience

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