Tourists’ Emotions as a Resource for Customer Value Creation, Cocreation, and Destruction: A Customer-Grounded Understanding

Malone, Sheila; McKechnie, Sally; Tynan, Caroline

Abstract

© The Author(s) 2017. 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.

Citation

Malone, S., McKechnie, S., & Tynan, C. (2018). Tourists’ Emotions as a Resource for Customer Value Creation, Cocreation, and Destruction: A Customer-Grounded Understanding. Journal of Travel Research, 57(7), 843-855. https://doi.org/10.1177/0047287517720118

• Journal Article Type: Article
• Acceptance Date: May 30, 2017
• Online Publication Date: Jul 20, 2017
• Publication Date: Sep 1, 2018
• Deposit Date: Sep 22, 2017
• Publicly Available Date: Sep 22, 2017
• Journal: Journal of Travel Research
• Print ISSN: 0047-2875
• Electronic ISSN: 1552-6763
• Publisher: SAGE Publications
• Peer Reviewed: Peer Reviewed
• Volume: 57
• Issue: 7
• Pages: 843-855
• DOI: https://doi.org/10.1177/0047287517720118
• Keywords: Customer-dominant logic; Emotions; Value creation; Value co-creation; Value destruction
• Public URL: https://nottingham-repository.worktribe.com/output/873683
• Publisher URL: http://journals.sagepub.com/doi/10.1177/0047287517720118