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Tourists’ emotions as a resource for customer value creation, cocreation, and destruction: a customer-grounded understanding

Malone, Sheila; McKechnie, Sally; Tynan, Caroline

Authors

Sheila Malone

Sally McKechnie

Caroline Tynan



Abstract

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.

Journal Article Type Article
Publication Date Jan 1, 2017
Journal Journal of Travel Research
Print ISSN 0047-2875
Electronic ISSN 1552-6763
Publisher SAGE Publications (UK and US)
Peer Reviewed Peer Reviewed
APA6 Citation Malone, S., McKechnie, S., & Tynan, C. (2017). Tourists’ emotions as a resource for customer value creation, cocreation, and destruction: a customer-grounded understanding. Journal of Travel Research, doi:10.1177/0047287517720118
DOI https://doi.org/10.1177/0047287517720118
Keywords Customer-dominant logic; Emotions; Value creation; Value co-creation; Value destruction
Publisher URL http://journals.sagepub.com/doi/10.1177/0047287517720118
Copyright Statement Copyright information regarding this work can be found at the following address: http://eprints.nottingh.../end_user_agreement.pdf

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Copyright Statement
Copyright information regarding this work can be found at the following address: http://eprints.nottingham.ac.uk/end_user_agreement.pdf





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