Hoteliers’ service design for mobile-based value co-creation
International Journal of Contemporary Hospitality Management
ISSN: 0959-6119
Article publication date: 20 June 2019
Issue publication date: 21 November 2019
Abstract
Purpose
This study aims to investigate how hoteliers leverage mobile technologies to shape services that allow customers to create their own unique and personalized experiences.
Design/methodology/approach
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.
Findings
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.
Originality/value
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.
Keywords
Acknowledgements
This study was funded by the School of Hotel and Tourism Management, The Hong Kong Polytechnic University, Grant #G-YBX7.
Citation
Lei, S.I., Wang, D. and Law, R. (2019), "Hoteliers’ service design for mobile-based value co-creation", International Journal of Contemporary Hospitality Management, Vol. 31 No. 11, pp. 4338-4356. https://doi.org/10.1108/IJCHM-03-2018-0249
Publisher
:Emerald Publishing Limited
Copyright © 2019, Emerald Publishing Limited