Please use this identifier to cite or link to this item:
http://hdl.handle.net/20.500.11960/2823
Title: | Customer value co-creation in the hospitality and tourism industry : a systematic literature review |
Authors: | Carvalho, Pedro Alves, Helena |
Keywords: | Value co-creation Service dominant-logic Customer dominant-logic Social exchange theory Systematic literature review |
Issue Date: | 2022 |
Publisher: | Emerald |
Citation: | Carvalho, P. & Alves, H. (2022), Customer value co-creation in the hospitality and tourism industry: a systematic literature review. International Journal of Contemporary Hospitality Management, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/IJCHM-12-2021-1528 |
Abstract: | 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. |
URI: | http://hdl.handle.net/20.500.11960/2823 |
ISSN: | 0959-6119 |
Appears in Collections: | ESTG - Artigos indexados à WoS/Scopus |
Files in This Item:
File | Description | Size | Format | |
---|---|---|---|---|
IJCHM-12-2021-1528.R3_Proof_hi.pdf Restricted Access | 458.77 kB | Adobe PDF | View/Open Request a copy |
Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.