International Journal of Contemporary Hospitality Management: Volume 31 Issue 11

Guest editorial

Alessandra Marasco, Marcella De Martino, Alfonso Morvillo, Cihan Cobanoglu

Value co-creation in sport entertainment between internal and external stakeholders

Niclas Erhardt, Carlos Martin-Rios, Elisa Chan

Co-creation as a collaborative process between organizations and customers generates unique value for both internal and external stakeholders for the company. Research generally…

Heritage sites experience design with special needs customers

Monica Cerdan Chiscano, Esther Binkhorst

The purpose of this paper is to examine the effect of including customers with special needs in the design of cultural and heritage services before the actual experience takes…

Service innovativeness and tourism customer outcomes

Linda Hollebeek, Raouf Ahmad Rather

This study aims to develop/test a model that examines the effect of service innovativeness on customer cocreation, satisfaction, advocacy and behavioral loyalty intent in the…

Understanding emotional customer experience and co-creation behaviours in luxury hotels

Szu-Hsin Wu, Yuhui Gao

A holistic understanding of sources that evoke customer emotions is essential for creating a positive emotional customer experience (ECX). Despite a significant focus on the…

Unveiling the key features of a positive service experience at hostels

Medéia Veríssimo, Carlos Costa

This paper aims to unveil the factors that contribute to a positive hostel experience by electing key features and describing their nature from a customer perspective.

Linking employees’ affective commitment and knowledge sharing for an increased customer orientation

Sara Lombardi, Sara Sassetti, Vincenzo Cavaliere

Building on the attitude–behavior relationship model, this study aims to contribute to customer orientation literature by suggesting that service employees’ commitment (i.e…

Multisensory experience for enhancing hotel guest experience: Empirical evidence from big data analytics

Minwoo Lee, Seonjeong (Ally) Lee, Yoon Koh

This study aims to investigate the effect of customers’ multisensory service experience on customer satisfaction with cognitive effort and affective evaluations using big data and…

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

Sut Ieng Lei, Dan Wang, Rob Law

This study aims to investigate how hoteliers leverage mobile technologies to shape services that allow customers to create their own unique and personalized experiences.

Understanding open innovation in small and medium-sized museums and exhibition halls: An analysis model

Fernando E. García-Muiña, Laura Fuentes-Moraleda, Trinidad Vacas-Guerrero, Juan José Rienda-Gómez

The hostile environments in which museums operate force them to be innovative. Most of them have fewer resources and are publicly owned. Because these factors may hinder their…

Harvesting tourists’ ideas through an idea contest

Lidija Lalicic, Astrid Dickinger

This study aims to demonstrate how destination management organizations can fruitfully harvest users’ ideas by facilitating an online idea contest to enhance value creation and…