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An exploratory study into managing value creation in tourism service firms: Understanding value creation phases at the intersection of the tourism service firm and their customers

Citation

O'Cass, A and Sok, P, An exploratory study into managing value creation in tourism service firms: Understanding value creation phases at the intersection of the tourism service firm and their customers, Tourism Management, 51 pp. 186-200. ISSN 0261-5177 (2015) [Refereed Article]

Copyright Statement

2015 Elsevier

DOI: doi:10.1016/j.tourman.2015.05.024

Abstract

To satisfy customers, managers of tourism services need to understand their customers' value requirements and then develop a unique service value offering based on those requirements. This understanding underpins their effort to provide superior value to customers and deliver the proposed services through employees. Problematically, previous work on value creation (i.e. customer value) has focused separately on either the firm or customer. This theoretical separation does not allow investigation of whether there may be discrepancies between what value firms offer and what value customers perceive they have received. We bring tourism service firms (manager and employee) and customers together and examine the nature of a tourism service provider's value proposition, its contribution to the value offering, and subsequent impact on customers' perceived-value-in-use. We focus on the important role that employees play as boundary spanning workers in the value creation phases, linking the tourism service provider and customer.

Item Details

Item Type:Refereed Article
Keywords:Employee customer orientation; Financial performance; Services; Tourism services; Value creation
Research Division:Commerce, Management, Tourism and Services
Research Group:Marketing
Research Field:Marketing not elsewhere classified
Objective Division:Manufacturing
Objective Group:Other Manufacturing
Objective Field:Manufacturing not elsewhere classified
Author:O'Cass, A (Professor Aron O'Cass)
ID Code:109017
Year Published:2015
Web of Science® Times Cited:6
Deposited By:Tasmanian School of Business and Economics
Deposited On:2016-05-18
Last Modified:2016-09-06
Downloads:0

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