Rights statement: The final, definitive version of this article has been published in the Journal, Journal of Travel Research, 57 (7), 2018, © SAGE Publications Ltd, 2018 by SAGE Publications Ltd at the Journal of Travel Research page: http://journals.sagepub.com/home/jtr on SAGE Journals Online: http://journals.sagepub.com/
Accepted author manuscript, 614 KB, PDF document
Available under license: CC BY-NC: Creative Commons Attribution-NonCommercial 4.0 International License
Final published version
Research output: Contribution to Journal/Magazine › Journal article › peer-review
Research output: Contribution to Journal/Magazine › Journal article › peer-review
}
TY - JOUR
T1 - Tourists’ Emotions as a Resource for Customer Value Creation, Co-Creation and Destruction
T2 - A Customer-Grounded Understanding
AU - Malone, Sheila
AU - McKechnie, Sally
AU - Tynan, Caroline
N1 - The final, definitive version of this article has been published in the Journal, Journal of Travel Research, 57 (7), 2018, © SAGE Publications Ltd, 2018 by SAGE Publications Ltd at the Journal of Travel Research page: http://journals.sagepub.com/home/jtr on SAGE Journals Online: http://journals.sagepub.com/
PY - 2018/7
Y1 - 2018/7
N2 - Research on customer value creation in a tourism setting has tended to prioritize the firm’s over the customer’s perspective. However, new understandings of customer value through the lens of customer-dominant logic emphasize the need to consider value as emerging within the broader context of a customer’s lifeworld, which transcends customer–firm interactions and includes interactions with others. Tourism experiences are experiential and meaning-laden at the individual and collective levels. As a resource for value creation, emotions play an important but underexplored role during value-in-use and influence the tourist’s consumption experience. We provide a customer-grounded understanding of value creation as emerging and evolving over time by examining how emotions are experienced and contribute to the holistic consumption experience both intra- and intersubjectively. By demonstrating how emotions, as a customer operant resource, contribute to the process of value creation as well as value destruction, we extend our knowledge of experiential consumption practices.
AB - Research on customer value creation in a tourism setting has tended to prioritize the firm’s over the customer’s perspective. However, new understandings of customer value through the lens of customer-dominant logic emphasize the need to consider value as emerging within the broader context of a customer’s lifeworld, which transcends customer–firm interactions and includes interactions with others. Tourism experiences are experiential and meaning-laden at the individual and collective levels. As a resource for value creation, emotions play an important but underexplored role during value-in-use and influence the tourist’s consumption experience. We provide a customer-grounded understanding of value creation as emerging and evolving over time by examining how emotions are experienced and contribute to the holistic consumption experience both intra- and intersubjectively. By demonstrating how emotions, as a customer operant resource, contribute to the process of value creation as well as value destruction, we extend our knowledge of experiential consumption practices.
KW - customer-dominant logic
KW - value destruction
KW - value co-creation
KW - value creation
KW - emotions
U2 - 10.1177/0047287517720118
DO - 10.1177/0047287517720118
M3 - Journal article
VL - 57
SP - 843
EP - 855
JO - Journal of Travel Research
JF - Journal of Travel Research
SN - 0047-2875
IS - 7
ER -