Abstract
Information and communication technologies (ICTs) have become a key resource that has transformed travel and tourist experiences. Due to the increasing ubiquity and mobility of ICTs, they have become integral in creating connected experiences that interlink travel with everyday life. While recent studies have investigated value co-creation and the enhancement of experiences through ICTs, there is less knowledge about potential value co-destruction when ICTs come into place. This paper provides a first exploratory study to examine technology resource integration by looking at the dichotomous relationship of value co-creation and value co-destruction in connected tourist experiences. By adopting a qualitative in-depth methodology, this study has identified six dimensions, which highlight how value can be created and destroyed through connectedness. The paper contributes to service-dominant logic, resource integration and value creation discourses in a tourism and technology context, for which several theoretical and practical limitations are discussed.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Similar content being viewed by others
References
Akaka, M. A., & Vargo, S. L. (2014). Technology as an operant resource in service (eco)systems. Information Systems and e-Business Management, 12(3), 367–384.
Binkhorst, E., & Den Dekker, T. (2009). Agenda for co-creation tourism experience research. Journal of Hospitality Marketing & Management, 18(2/3), 311–327.
Bryman, A. (2008). Social research methods (3rd ed.). New York: Oxford University Press.
Chathoth, P., Altinay, L., Harrington, R. J., Okumus, F., & Chan, E. S. W. (2013). Co-production versus co-creation: A process based continuum in the hotel service context. International Journal of Hospitality Management, 32(1), 11–20.
Cohen, E. (1979). A phenomenology of tourist experiences. Sociology, 13(2), 179–201.
Creswell, J. W. (2003). Research design: Quantitative, qualitative, and mixed methods approaches. Thousand Oaks: Sage Publications.
Fotis, J., Buhalis, D., & Rossides, N. (2011). Social media impact on holiday travel planning: The case of the Russian and the FSU markets. International Journal of Online Marketing, 1(4), 1–19.
Gretzel, U., & Jamal, T. (2009). Conceptualizing the creative tourist class: Technology, mobility, and tourism experiences. Tourism Analysis, 14(4), 471–481.
Helkkula, A., Kelleher, C., & Pihlström, M. (2012). Characterizing value as an experience. Journal of Service Research, 15(1), 59–75.
Kim, J., & Tussyadiah, I. P. (2013). Social networking and social support in tourism experience: The moderating role of online self-presentation strategies. Journal of Travel & Tourism Marketing, 30(1), 78–92.
Lefebvre, I., & Plé, L. (2011). Emergence of value co-destruction in B2B context. In E. Gummesson, C. Mele, & F. Polese (Eds.), Service dominant logic, network & systems theory and service science: Integrating three perspectives for a new service agenda. Napoli: Giannini.
McCabe, S., Sharples, M., & Foster, C. (2012). Stakeholder engagement in the design of scenarios of technology-enhanced tourism services. Tourism Management Perspectives, 4, 36–44.
Miles, M. B., & Huberman, A. M. (1994). Qualitative data analysis: An expanded sourcebook (2nd ed.). London: Sage Publications.
Munar, A. M., & Jacobsen, J. K. S. (2014). Motivations for sharing tourism experiences through social media. Tourism Management, 43, 46–54.
Neuhofer, B., Buhalis, D., & Ladkin, A. (2012). Conceptualising technology enhanced destination experiences. Journal of Destination Marketing & Management, 1(1–2), 36–46.
Neuhofer, B., Buhalis, D., & Ladkin, A. (2013). A typology of technology-enhanced tourism experiences. International Journal of Tourism Research. doi:10.1002/jtr.1958.
Neuhofer, B., Buhalis, D., & Ladkin, A. (2014). Co-creation through technology: Dimensions of social connectedness. In Z. Xiang & I. Tussyadiah (Eds.), Information and communication technologies in tourism 2014 (pp. 339–352). Vienna: Springer.
Neuhofer, B., Buhalis, D., & Ladkin, A. (2015). Technology as a catalyst of change: Enablers and barriers of the tourist experience and their consequences. In I. Tussyadiah & A. Inversini (Eds.), Information and communication technologies in tourism 2015 (pp. 789–802). Vienna: Springer.
Paris, C. M., Berger, E. A., Rubin, S., & Casson, M. (2015). Disconnected and unplugged: Experiences of technology induced anxieties and tensions while traveling. In I. Tussyadiah & A. Inversini (Eds.), Information and communication technologies in tourism 2015 (pp. 803–816). Vienna: Springer.
Pearce, P. L., & Gretzel, U. (2012). Tourism in technology dead zones: Documenting experiential dimensions. International Journal of Tourism Sciences, 12(2), 1–20.
Plé, L., & Chumpitaz Cáceres, R. (2010). Not always co-creation: Introducing interactional co-destruction of value in service-dominant logic. Journal of Services Marketing, 24(6), 430–437.
Prahalad, C. K., & Ramaswamy, V. (2004). Co-creation experiences: The next practice in value creation. Journal of Interactive Marketing, 18(3), 5–14.
Ramaswamy, V. (2009a). Co-creation of value: Towards an expanded paradigm of value creation. Marketing Review St Gallen, 26(6), 11–17.
Ramaswamy, V. (2009b). Leading the transformation to co-creation of value. Strategy & Leadership, 37(2), 32–37.
Ramaswamy, V. (2011). It’s about human experiences… beyond, to co-creation. Industrial Marketing Management, 40(2), 195–196.
Ramaswamy, V., & Gouillart, F. (2008). Co-creating strategy with experience co-creation. Balanced Scorecard Report, 10(4), 1–3.
Rogers, E. M. (2003). Diffusion of innovations (5th ed.). New York: The Free Press.
Rubin, H. J., & Rubin, I. S. (2004). Qualitative interviewing the art of hearing data. London: Sage Publications.
Schmidt-Rauch, S., & Schwabe, G. (2013). Designing for mobile value co-creation: The case of travel counselling. Electronic Markets, 24(1), 5–17.
See-To, E. W. K., & Ho, K. K. W. (2014). Value co-creation and purchase intention in social network sites: The role of electronic word-of-mouth and trust – A theoretical analysis. Computers in Human Behavior, 31, 182–189.
Sfandla, C., & Björk, P. (2013). Tourism experience network: Co-creation of experiences in interactive processes. International Journal of Tourism Research, 15(5), 495–506.
Sigala, M. (2012a). Social networks and customer involvement in new service development (NSD): The case of www.mystarbucksidea.com. International Journal of Contemporary Hospitality Management, 24(7), 966–990.
Sigala, M. (2012b). Web 2.0 and customer involvement in new service development: A framework, cases and implications in tourism. In M. Sigala, E. Christou, & U. Gretzel (Eds.), Social media in travel, tourism and hospitality: Theory, practice and cases (pp. 25–38). Farnham: Ashgate Publishing.
Tussyadiah, I. P., & Fesenmaier, D. R. (2009). Mediating the tourist experiences: Access to places via shared videos. Annals of Tourism Research, 36(1), 24–40.
Vargo, S. L., & Lusch, R. F. (2004). Evolving to a new dominant logic for marketing. Journal of Marketing, 68, 1–17.
Vargo, S. L., Maglio, P. P., & Archpru-Akaka, M. (2008). On value and value co-creation: A service systems and service logic perspective. European Management Journal, 26, 145–152.
Wang, D., Park, S., & Fesenmaier, D. R. (2012). The role of smartphones in mediating the touristic experience. Journal of Travel Research, 51(4), 371–387.
Wang, D., Xiang, Z., & Fesenmaier, D. R. (2014a). Adapting to the mobile world: A model of smartphone use. Annals of Tourism Research, 48, 11–26.
Wang, D., Xiang, Z., & Fesenmaier, D. R. (2014b). Smartphone use in everyday life and travel. Journal of Travel Research. doi:10.1177/0047287514535847.
Xiang, Z., & Gretzel, U. (2010). Role of social media in online travel information search. Tourism Management, 31(2), 179–188.
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2016 Springer International Publishing Switzerland
About this paper
Cite this paper
Neuhofer, B. (2016). Value Co-creation and Co-destruction in Connected Tourist Experiences. In: Inversini, A., Schegg, R. (eds) Information and Communication Technologies in Tourism 2016. Springer, Cham. https://doi.org/10.1007/978-3-319-28231-2_56
Download citation
DOI: https://doi.org/10.1007/978-3-319-28231-2_56
Published:
Publisher Name: Springer, Cham
Print ISBN: 978-3-319-28230-5
Online ISBN: 978-3-319-28231-2
eBook Packages: Business and ManagementBusiness and Management (R0)