Hoteliers’ service design for mobile-based value co-creation

Sut Ieng Lei (Faculty of Hospitality and Tourism Management, Macau University of Science and Technology, Taipa, Macau)
Dan Wang (School of Hotel and Tourism Management, The Hong Kong Polytechnic University, Kowloon, Hong Kong)
Rob Law (School of Hotel and Tourism Management, The Hong Kong Polytechnic University, Kowloon, Hong Kong)

International Journal of Contemporary Hospitality Management

ISSN: 0959-6119

Publication date: 19 June 2019



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.

Research limitations/implications

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.

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