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This paper aims to present a review of the literature associated with co-creation and higher-order customer engagement concepts and poses critical questions related to the current state of research. Additionally, the paper presents a framework for customer engagement and co-creation with relevance to hospitality transactions.

Earlier research on co-production, co-creation, consumer engagement and service-dominant logic are discussed and synthesized. Based on this synthesis, links and contrasts of these varying research streams are presented providing an articulation of key characteristics of each and how these might be applied within a hospitality context.

Modalities in service transactions vary among traditional production, co-production and co-creation based on changes in attitudes, enabling technologies and the logic or ideology supporting the change. Transaction characteristics vary among manufacturing, quasi-manufacturing and services based on several key categories including differences in boundary conditions, enablers, success requirements, sustainability requirements, the dominant logic used and key barriers/vulnerabilities. When creating experiential value for consumers, firms should consider several aspects ex-ante, in-situ and ex-post of the change and during the change process.

Firms need to move toward higher-order customer engagement using co-creative modalities to enhance value creation. Current practices in the hotel industry may not in their entirety support this notion. Ex-ante, in-situ and ex-post considerations for creating experiential value need to be used as part of a checklist of questions for firms to pose in order to move toward managing customer experiences using the service-dominant logic as part of the firm’s orientation toward its market. This would give it the required thrust to create superior engagement platforms that use co-creative modalities while addressing the barriers to higher-order customer engagement as identified in the literature.

The hospitality and tourism literature on co-creation and higher-order customer engagement is still in its infancy. A synthesis of these early studies provides support for the need for future research on co-creation that more clearly articulates the modality firms could use to move toward co-creation. This paper develops a dynamic framework using characteristics of co-creation that integrate the various stages of value creation (i.e. input, throughput and output).

This study aims to provide an understanding of the concept of service innovation resulting from emerging technologies and suggest areas for future hospitality and tourism research. By thoroughly reviewing previous literature, this study provides the basis for improving customer service with service innovation.

This study examines the existing body of knowledge from leading hospitality, tourism and business journals by performing content analysis.

This study reveals the multifaceted aspects of service innovation practices using emerging technologies. Findings provide an evidence base to future studies by highlighting the role of technology in hospitality and tourism service innovation.

The major contribution of this study is the demonstration of an approach for both academic researchers and service providers how they can use the technology to improve customers’ perceived value, experience and engagement.

本论文旨在讨论新兴科技对服务创新的应用以及酒店和旅游管理领域中的未来发展方向。本论文通过全面回顾文献，对服务创新中的客户服务提供基础理解。

本论文通过对酒店、旅游、以及商业领域顶尖期刊文献做文本分析，以达到研究目的。

本论文提供了新兴科技对服务创新措施的多方面讨论。研究结果强调了科技对酒店和旅游管理创新中的重要地位，对未来研究做出了指导性意见。

本论文的主要贡献在于向学术研究人员和服务提供商展示，如何运用科技来加强客户感知价值、体验、以及客户参与。

服务创新、顾客价值、顾客体验、顾客参与、价值共创、科技、批判性文献综述

文献综述

Social outreach campaigns such as mainstream commercial marketing campaigns are drawn to digital communication practices for increased visibility, speed and recall. This paper aims to highlight the usefulness and application of augmented reality (AR) technologies and proposes a change-driven usage of the AR environments for social marketing.

Paradigmatic structural analysis is used to extract the underlying schematic forms. A multimodal analytic approach is used to propose the conceptual framework.

AR is defined vis-à-vis conceptualizations of reality and hyper-reality from the Vedantic philosophical texts and treatises. The study examines and demonstrates an earlier version of AR expression in ancient times in the use of spatio-temporal constructs and their degrees of modality. It derives a conceptual schema based on AR resonant applications in narratives from the Vedantic literature. Based on these, the study highlights the persuasive appeal and co-creative potential of these illustrative examples to recommend marketing communication strategies for social outreach campaigns.

The analysis recognizes a conceptual bridge between human extra-sensory/transcendental ability and contemporary technology. This study identifies five propositional structures (PS). It opens up the field of social marketing research to alternative methodologies such as multimodal analysis.

While most of contemporary AR usage is in commercial marketing, this study has derived specific guiding principles/propositional structures. These can be applied to create specific virtual environments that can simulate and demonstrate desirable societal outcomes and behaviours. As newer technologies permit further and more futuristic design interventions, developers could experiment with transitional states to impact behaviours, with implications for experimental layering of information.

This study responds to a call for innovative design interventions in the field of social marketing. Its originality lies in its use of the Vedantic framework which has not been explored in this direction elsewhere.

The purpose of this paper is to explore the concept of co-creativity in relation to artistic practice with people with a dementia. The aim of the discussion is to outline how co-creativity offers fresh approaches for engaging artists and people with dementia, can contribute to less restrictive understandings of “creativity” and above all, expand the understanding of people with a dementia as creative, relational and agential.

In order to examine current conceptions of co-creativity and to inform the artistic practice, relevant literature was explored and eight expert interviews were conducted. The interviews were thematically analysed and are included here.

This paper consequently demonstrates that improvisation, structure, leadership and equality are central elements of co-creative processes and outlines how co-creativity can offer fresh insights into the way in which the arts can engage people with a dementia, the relationship between creativity and dementia and the transformative potential of the co-creative arts for those living with a dementia.

The paper discusses some of the difficulties that are inherent a co-creative approach, including power relations and the limitations of inclusivity. Due to ethical restrictions, the paper is limited by not including the perspectives of people living with a dementia.

This paper paves the way for future research into co-creative processes in a variety of different contexts.

A more nuanced understanding of co-creativity with people with dementia could challenge the dominant biomedical and social paradigms that associate “dementia” with irretrievable loss and decline by creating opportunities for creative agency.

This exploration of co-creativity with people with dementia is the first of its kind and contributes to the wider understanding of co-creativity and co-creative practice.

The purpose of this paper is to report the grounded theory empirical validation on key categories within a design-led methodology to envision urban futures. The paper focuses on the editorial products and the design concepts that constitute the heart of the approach. An original elaboration of trend clusters is presented as an exemplification of the outcome of this trend research approach. Although the approach was not created from the viewpoint of tourism and leisure, bibliographic notes on place-making complement it for this journal.

The paper presents empirical findings extracted by the means of the grounded theory, with the purpose to empirically validate two key categories (product and process) of a urban futures methodology. The methodology is an application of High Design, the process in use at Royal Philips BV for two decades. This methodology is contextualized within the constructivist episteme, as defined by the editors of this journal in a separate publication. Bibliographic references to place-making complete the paper.

The following findings are provided: empirical validation of the city.people.light communication platform (qualitative research); empirical validation of the city.people.light workshop practice (qualitative research); and bibliographic descriptions of the design process governing city.people.light and newly developed urban futures trend clusters, at European level, as an exemplification of the program/approach outcome.

The paper is structured according to a multi-layered editorial focus. Empirical findings were generated at primary research level in a 2013-2015 grounded theory projected by the author. Furthermore, the author directed the research processes and products that are the object of empirical validation. Newly defined elaborations and a discussion thereof is offered, taking into account contemporary place-making issues.

The original design-based methodology is a structured practice in urban futures from applied sciences and corporate innovation viewpoint. In this paper, its key categories are empirically validated through the grounded theory. Additionally, outcome from the original foresight programs is presented and a bibliographic review is provided from the viewpoint of place-making.

The co-creative methodology herein empirically validated is socio-cultural centered, with a strong drive to coutnerbalance the positivist and engineering corporate mindset through a humanistic concern for people. The framework in terms of place-making takes into account postmodern evolutions of the field.

The paper benefits from a unique mix of: epistemic note on tourism, leisure, and the future; original urban futures scenarios and design concepts from a world class corporate innovation program; and the actual empirical core of the grounded theory validation as performed in a dedicated research project. These three separate streams are mutually related.

Sports leagues, such as Major League Soccer (MLS), aim at expanding their audience at global level through alternative media other than television (TV). Brazil stands out among football media consumer audiences as one of the main markets worldwide. Brazilian MLS consumers play the role of fans to converge between TV media and digital platforms, in a phenomenon that has been called Social TV.

The aim of the current research is to investigate how Brazilian MLS fans' consumption process is established through Social TV; it was done based on netnography performed between 2018 and 2020.

Results have indicated that Social TV is a catalyst of practices associated with fan culture: cultural convergence, technologies appropriations, poaching experiences and production of a collective intelligence.

Current research reinforces how ethnography methodology has been gaining room as likely consumer market research, working as alternative method based on the prevalence of focus group and survey techniques.

Social TV phenomenon presents itself as a possibility to expand and direct marketing strategies focused on sports management, just as the media often consumed by fans.

From the results, it is possible assuming that connections between fans are punctually guided by their relationship with the cultural object consumed by them in a network relationship whose actors deindividualize sociocultural practices such as consumption. Thus, the main contribution of the study lies on identifying how fan culture can be autonomously established in the market arena in comparison to other cultures.

Tonya and Anete are new players at sc’MOI, but this theme emerges at the tail end of sc’MOI so they are best to explicate it. This chapter describes the theoretical contributions of quantum storytelling theory (QST) and practice. Building on the application of complexity theory in the hard sciences as well as social contexts and theory on multimodal constituency, this chapter considers the areas of overlap and difference between quantum storytelling and its theoretical fellows, with special attention given to sociomateriality, storytelling, feminism, fractal, and complexity theory.

This work investigates how digital technologies and artistic resources interact in order to bring different Creative and Cultural Industry (CCI) actors together in networks. As the stage of this work, the authors investigate the musical collective Postmodern Jukebox (PMJ), a digital-based enterprise which is intensive in the use of social media platforms.

The study adopts a qualitative approach, based on a case study and netnography.

The findings demonstrate how the technology available to CCI enterprises can be used to leverage business through the engagement of its audience in collaborative processes. The analysis also evidences collaborative dynamics resulting from the integration of three key operant resources in CCI: artistic, technological and co-creative resources. Finally, the case shows the role of a CCI enterprise as an engagement platform that capture people’s emotions trough artistic content.

From a managerial perspective, the study demonstrates how a digital CCI enterprise manages the flow of resources and knowledge drawn from several networks in order to engage actors in co-creating value. Our analysis also suggests that emotions are not only drivers in bringing actors closer to the value cocreation process but also collectively created outputs within these interactions. In this process, the artistic resources of CCI's enterprises play a fundamental role in capturing and transforming these emotions by putting actors from different networks in contact.

Community involvement is a common strategy to negotiate changes to the built environment. Traditional community involvement approaches are increasingly augmented through playful elements or through the use of technology. The purpose of this paper is to present a case study of a community involvement approach aimed at expanding participants’ ability to contribute to the issue. Through the design of bespoke interactive approaches to asking questions and receiving responses, the InstaBooth shifts the involvement process toward an open discussion between community members.

The InstaBooth methodology established in this paper is based on the use of a physical interactive installation for situated community involvement and place-making, the InstaBooth. This methodology embeds design thinking and collaborative approaches to move the focus of the engagement from data gathering to data sharing and content co-creation.

In 2015, the authors worked with the local community of Pomona, Queensland, Australia, to inform the new masterplan for the town center by using the InstaBooth as a community involvement methodology. Examining the case of Pomona reveals how the InstaBooth approach allows participants to join a discussion about their own environment in a playful and unstructured way. This is achieved through the application of design thinking across three key phases of the community engagement; 1) planning the engagement strategy, 2) implementation of the strategy and deployment and 3) data co-analysis.

The InstaBooth is an interactive methodology which has allowed citizens to engage in the discussion about the future development of their town strengthening their sense of place and sense of community. The significance of this paper is applicable to others interested in community involvement and place-making, as it presents a novel methodology that combines different methods for different contexts while embedding co-creation in its approach.