Tourists’ emotions as a resource for customer value creation, cocreation, and destruction: a customer-grounded understanding
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 cus...
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| Format: | Article |
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SAGE
2017
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| Online Access: | https://eprints.nottingham.ac.uk/46611/ |
| _version_ | 1848797366986997760 |
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| author | Malone, Sheila McKechnie, Sally Tynan, Caroline |
| author_facet | Malone, Sheila McKechnie, Sally Tynan, Caroline |
| author_sort | Malone, Sheila |
| building | Nottingham Research Data Repository |
| collection | Online Access |
| description | 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. |
| first_indexed | 2025-11-14T20:02:45Z |
| format | Article |
| id | nottingham-46611 |
| institution | University of Nottingham Malaysia Campus |
| institution_category | Local University |
| last_indexed | 2025-11-14T20:02:45Z |
| publishDate | 2017 |
| publisher | SAGE |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | nottingham-466112020-05-04T18:56:28Z https://eprints.nottingham.ac.uk/46611/ Tourists’ emotions as a resource for customer value creation, cocreation, and destruction: a customer-grounded understanding Malone, Sheila McKechnie, Sally Tynan, Caroline 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. SAGE 2017-07-20 Article PeerReviewed Malone, Sheila, McKechnie, Sally and Tynan, Caroline (2017) Tourists’ emotions as a resource for customer value creation, cocreation, and destruction: a customer-grounded understanding. Journal of Travel Research . ISSN 1552-6763 Customer-dominant logic; Emotions; Value creation; Value co-creation; Value destruction http://journals.sagepub.com/doi/10.1177/0047287517720118 doi:10.1177/0047287517720118 doi:10.1177/0047287517720118 |
| spellingShingle | Customer-dominant logic; Emotions; Value creation; Value co-creation; Value destruction Malone, Sheila McKechnie, Sally Tynan, Caroline Tourists’ emotions as a resource for customer value creation, cocreation, and destruction: a customer-grounded understanding |
| title | Tourists’ emotions as a resource for customer value creation, cocreation, and destruction: a customer-grounded understanding |
| title_full | Tourists’ emotions as a resource for customer value creation, cocreation, and destruction: a customer-grounded understanding |
| title_fullStr | Tourists’ emotions as a resource for customer value creation, cocreation, and destruction: a customer-grounded understanding |
| title_full_unstemmed | Tourists’ emotions as a resource for customer value creation, cocreation, and destruction: a customer-grounded understanding |
| title_short | Tourists’ emotions as a resource for customer value creation, cocreation, and destruction: a customer-grounded understanding |
| title_sort | tourists’ emotions as a resource for customer value creation, cocreation, and destruction: a customer-grounded understanding |
| topic | Customer-dominant logic; Emotions; Value creation; Value co-creation; Value destruction |
| url | https://eprints.nottingham.ac.uk/46611/ https://eprints.nottingham.ac.uk/46611/ https://eprints.nottingham.ac.uk/46611/ |