This study aims to investigate how hoteliers leverage mobile technologies to shape services that allow customers to create their own unique and personalized experiences.
Guided by service-dominant logic and sociomateriality, this study analyzes hoteliers’ reasoning behind the design of mobile-based services through qualitative research. Data were collected from interviews with hotel managers representing best-practice companies in the industry.
The findings provide a rich description of mobile-based value co-creation in the hotel context. They delineate hoteliers’ understanding of mobile technologies as a means to co-create value, their strategic considerations and the forms in which value is expected to be co-created.
This study unearths the new roles of hoteliers, unique forms of value co-creation and their underlying structures in the specific context of mobile-based value co-creation. Practical implications based on industry best practices are provided for hospitality companies seeking to innovate by co-creating value with customers using mobile technologies.
This research paper contributes to the hospitality literature on IT-enabled service innovation and value co-creation by comprehensively explaining the underlying structure and design of co-created experiences facilitated by mobile-based services.
Lei, S., Wang, D. and Law, R. (2019), "Hoteliers’ service design for mobile-based value co-creation", International Journal of Contemporary Hospitality Management, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/IJCHM-03-2018-0249Download as .RIS
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