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Given the importance of senior volunteers in an ageing society, this study aims to deepen the understanding of how seniors create well-being by volunteering as service providers in terms of motivations for volunteer participation and value co-creation/co-destruction in service provision.

Focussing on senior volunteers acting as service providers in the tourism sector, this study conducted a programme of qualitative research with 15 senior volunteer tour guides in Japan and the UK through the purposive sampling method. The data were analysed by the Gioia method to identify data structure and create a conceptual model.

Seniors start with a mixture of different motivations, not only symbolic and health ones. However, after a certain period of training, they become more aware of their volunteer role as service providers and may strive to maximise the benefits to their clients. The overall performance of such a role supports their well-being. They may also experience episodes of value co-destruction; such negative experiences may be overcome by building good relationships with their colleagues in the organisation.

The paper identifies organisational support ideas for senior service provider volunteers aimed at overcoming negative experiences and achieving well-being, in terms of training and improved communication between organisation members.

This study contributes to the transformative service research literature by constructing a model to showcase the relationship amongst expectations of volunteering as a service provider, service delivery and well-being creation. This paper also discusses the positive and negative effects of volunteer service delivery on senior volunteers' well-being.

This study aims to explore families that travel with children, as focuses on vulnerabilities, resource constraints and service exclusion through the lens of transformative service research (TSR). This paper investigates: how the experienced vulnerability of these families is shaped by structural, interpersonal and intrapersonal constraints, and how the constraints influence the family tourist-resource interaction in the air travel service encounter.

In total, 2,855 reviews of the family tourists with children were analyzed with text mining, t-test and multidimensional scaling using the interpretive language R to answer the research questions with analyses on unstructured (e.g. text) and structured (e.g. consumer rating) data.

The findings of the empirical investigation answered how experienced vulnerability is shaped by structural, interpersonal and intrapersonal resource constraints and the types of family tourist-resource interaction in the travel service encounter to understand the resource constraints. The findings of this paper help examine family tourism experiences from a value formation perspective to unfold how stakeholders interact to form value while increasing and decreasing their well-being by the value of co-creation and co-destruction.

This research helps advance the TSR’s service inclusion framework by enabling opportunities, offering choice, relieving suffering and fostering happiness with empirical findings in travel service encounters. These findings are particularly insightful to family tourists with children struggling with unfair access and treatment in aeromobility service encounters, which may help enhance the well-being of individuals and communities.

The purpose of this work is (1) to supply a framework of actors in sport sponsorship and articulate the service relationships that support these partnerships and (2) to propose research questions in this space that are unaddressed and forward-looking.

Sponsorship is part of a complex network of actors and service relationships found in sport. The sports team, activity, or event is a sport property, often with long-term and dynamic service relationships. The authors consider how a sponsor's relationship with the sport property intersects with organizing bodies, venues, communities and society. The authors identify clusters of actors that interact with and influence other clusters (e.g. governing bodies, media, host community and venue/teams/fans) within an ecosystem, paying special attention to aspects of co-creation and co-destruction and the feedback loops that cause them.

Through this analysis, the authors identify areas of needed research at the intersection of sport sponsorship and service. The model synthesizes the literature from service-dominant logic, sports, sponsorship, systems thinking and co-creation/co-destruction research areas. Using the model and relevant cases, the authors can better understand the complexities of sport service relationships and advance research at the intersection of sport sponsorship and service.

This is the first sport sponsorship service ecosystem model. It is also the first integration of systems thinking with constructs in sport sponsorship and services.

Following the trait activation theory, this study aims to shed light on the influence of tourists’ personality traits on their value co-destruction (VCD) behavior in “revenge tourism”, considering the moderating effect of perceived risk as the environment factor.

A pilot study (n = 204) was first conducted to check the reliability of the measurement scale and remove inappropriate items. Thereafter, a convenience sampling method was used for data collection in the main survey among people (n = 330) who have at least one traveling experience after COVID-19 tourism restrictions have been terminated. Confirmatory factor analysis and structural equation modeling (SEM) were performed for data analysis to testify the theoretical framework proposed.

Results of SEM analysis show that both resilience and altruism of tourists reduced their VCD behavior. What’s more, perceived risk has been found to moderate the relationship between altruism and VCD behavior. As perceived risk increased, the negative impact of altruism on VCD behavior would be weaken.

VCD have been recently emphasized as a key block to the development of tourism industry. This study examines VCD behavior following the trait activation theory. Results of the study can provide new insights on how to mitigate VCD, which would contribute to the preparation for future tourism crisis management, such as the next pandemic.

根据特质激活理论, 本研究旨在揭示游客人格特质及环境因素对“报复性旅游”中价值共毁行为的影响。

本研究先通过预调研检验测量量表的可靠性, 并删除不适当的项目。正式调研采用便利抽样法, 研究对象为COVID-19旅游限制终止后有过至少有一次旅行经历的人群, 共收到330份有效问卷。本研究采用验证性因子分析及结构方程模型进行数据分析, 对提出的理论模型进行验证。

SEM分析结果显示, 游客的弹性和利他主义都降低了他们的价值共毁行为。此外, 感知风险调节利他主义与价值共毁行为之间的关系。随着感知风险的增加, 利他主义对价值共毁行为的负面影响会减弱。

价值共毁是旅游业发展的一个重要障碍。本研究以特质激活理论为基础, 研究游客价值共毁行为。本研究可以为如何减少价值共毁行为提供有价值的建议, 有助于为未来的旅游危机管理做好准备, 如下一次大流行病。

Siguiendo la Teoría de la Activación del Rasgo, el estudio tiene como objetivo arrojar luz sobre la influencia de los rasgos de la personalidad de los turistas en su comportamiento de codestrucción de valor en el “turismo de venganza”, considerando el efecto moderador del riesgo percibido como el factor de entorno.

En primer lugar, se realizó un estudio piloto (n = 204) para comprobar la fiabilidad de la escala de medición y eliminar los ítems inadecuados. Posteriormente, se utilizó un método de muestreo de conveniencia para la recogida de datos de la encuesta principal entre personas (n = 330) que tuvieran, al menos, una experiencia de viaje tras la finalización de las restricciones turísticas derivadas del COVID-19. Para la evaluación del marco teórico propuesto se utilizó el análisis factorial confirmatorio y los modelos de ecuaciones estructurales.

Los resultados del análisis de ecuaciones estructurales muestran que tanto la resiliencia como el altruismo de los turistas redujeron su comportamiento de codestrucción de valor. Además, se ha comprobado que el riesgo percibido modera la relación entre el altruismo y el comportamiento de codestrucción de valor. A medida que aumenta el riesgo percibido se debilita el impacto negativo del altruismo en el comportamiento de codestrucción de valor.

Recientemente se ha destacado que la codestrucción de valor es un obstáculo clave para el desarrollo de la industria turística. Este estudio examina el comportamiento de codestrucción de valor siguiendo la Teoría de la Activación del Rasgo. Los resultados del estudio pueden proporcionar nuevos conocimientos sobre cómo mitigar la codestrucción de valor, lo que contribuiría a la preparación de la gestión de futuras crisis turísticas, como la próxima pandemia.

Social factors, such as fellow spectators in a stadium or other fans sharing their experiences on online platforms, play a dominant role in spectator sport consumption. This conceptual article sets out to achieve three objectives: classify customer-to-customer (C2C) interactions in the sport fan context, develop a framework that links the classification of interactions to relevant outcomes and identify areas for related future research.

The authors integrate conceptual and empirical contributions on C2C interactions in the service, marketing and sport management literature.

The article proposes classifying C2C interactions into synchronous multi- and uni-directional interactions as well as asynchronous multi- and uni-directional interactions. The C2C interaction framework (C2CIF) proposes that such C2C interactions have hedonic, social, symbolic and utilitarian value outcomes. It further suggests that physiological, psychological and social processes underlie the co-creation or co-destruction of value and identifies contingencies at both the fan and the brand level.

Based on the C2CIF, we identify relevant topics for future research, in particular relating to technology-supported and virtual interactions among fans, fan-to-fan interactions across different countries and cultural backgrounds and fan-to-fan interactions as a way to reduce societal concerns.

Social media marketing (SMMT) is explored in the light of value creation (VC) and firms' sustainability performance. This research deals with the influence of both value co-creation (VCCR) and value co-destruction (VCDE) on SMMT and firm sustainability.

A quantitative approach is employed in this research. By means of structural equation modeling (SEM), specifically, PLS (partial least squares)-SEM, consumers' responses are analyzed.

The result confirms that SMMT influences firms' sustainability performance. Additionally, the study established a relationship between SMMT and VCCR and SMMT and VCDE. The study further showed that VCCR contributes to sustainability. Concerning the indirect relationships, the study indicates that VCDE influenced SMMT and sustainability performance.

A theoretical basis for studying both VCCR and VCDE is provided. The current study especially encourages further study into VCDE.

This work informs businesses about using SMMT to enhance sustainability performance. This work also warns about the reality of VCDE when using SMMT.

This research empirically explores SMMT and firm sustainability performance (SPFM) and also has a model that includes both VCCR and VCDE.

This study aims to examine the perceived values of the metaverse when adopting it in the luxury hospitality business. Based on the cost–benefit perspective, this research provides solid theoretical contributions and actionable managerial recommendations.

An exploratory sequential mixed-method design was used. For the qualitative phase, 21 hotel managers and 24 hotel guests (who often stay in four-star and five-star hotels and resorts) were interviewed after showing them a series of videos about using the metaverse in the hotel business. Based on the results of the qualitative phase, the analytic hierarchy process method was used, and 476 valid questionnaires were analyzed.

The results highlight the perceived benefits (personalized services, immersive experience and positive brand image) and costs (lack of human touch, time and effort and security and privacy) of metaverse adoption for hotel managers and their guests. In addition, the study determines the weight of each value attribute of metaverse adoption for each travel stage (pre-travel, during travel and post-travel).

Regarding metaverse adoption, the research offers practical suggestions for luxury hotels. For instance, the cost of equipment and the time and effort required are perceived costs of metaverse adoption. To address these challenges, hotels may offer free equipment (e.g. VR headsets) and training to their guests to stimulate the use of the metaverse.

This study addresses a gap in the literature by presenting a conceptual framework for examining metaverse adoption in the luxury hotel scenario. Unlike using conventional models like the technology acceptance model or the unified theory of acceptance and use of technology to investigate a technology’s adoption, this study stands out by unraveling the topic through the lens of value proposition. The latter often comes from an efficient value co-creation process, which is indeed shaped by an adequate appreciation of the congruence of perceived values (i.e. perceived benefits and costs) of metaverse from hotel manager and guest perspectives.

This paper aims to examine the types of user misbehaviours in the sharing economy (SE) context. SE offers a fruitful study setting due to the scope of potential misbehaviour and the expanded role of consumers.

The study drew on online archival data from the AirbnbHell.com website, where people share their stories about their Airbnb-related negative experiences. The authors reviewed 405 hosts’, guests’ and neighbours’ stories and coded the identified forms of misbehaviours into categories. The typology thus developed was validated in the context of the Uber Rides service.

User misbehaviours in the SE context can be distinguished based on the domain in which the user role is violated and the nature of violated norms. These two conceptual distinctions delineate a four-fold typology of user misbehaviours: illegal, unprofessional, unbefitting and uncivil behaviours.

The trustworthiness of the stories could not be assessed.

The presented typology can be used as a mapping tool that facilitates detection of the full scope of misbehaviours and as a managerial tool that provides ideas for effective management of misbehaviours that correspond to each category.

The paper presents the first empirically derived comprehensive typology of user misbehaviours in SE settings. This typology enables classification of a broad set of misbehaviours, including previously overlooked unprofessional behaviours carried out by peer-service providers. The study also puts forward a revised definition of consumer misbehaviours that encompasses the impact of misbehaviours on parties not directly involved in the SE-mediated exchange.

Infrastructure forms a basis for the operations and sustainability of the modern society. This paper aims to recognize value creation from the infrastructure procurement ecosystem perspective to achieve those goals. The pursuit of enhancing value creation involves an examination of infrastructure procurement challenges, boundaries as well as boundary spanners that facilitate effective knowledge transfer and interaction.

The qualitative study is based on content analysis of 25 thematic interviews. Data was transcribed and coded via Atlas.ti software.

Infrastructure procurement value creation challenges appear complex and related to boundaries that hamper collaboration, coordination and knowledge sharing. Our results show that these boundaries locate within and between different levels of procurement ecosystem. Therefore, value creation in infrastructure procurement requires boundary spanners for leveraging knowledge sharing and interaction. Artifacts, discussion, processes and brokers as identified boundary spanners are strongly nested and interrelated in the industry. Special attention should be given to supporting individuals to act as brokers, since they play the key roles in trust building, culture steering and usage of other boundary spanners.

Promoting value creation in infrastructure procurement helps to achieve socio-economic development goals.

This study offers a unique perspective on value creation in the context of infrastructure by adopting an ecosystem lens and examining boundary crossing mechanisms. The results support future development of collaboration and knowledge sharing practices fostering procurement productivity.

Drawing on justice theory, this study aims to investigate the determinants and consequences of post-recovery satisfaction in a business-to-business (B2B) sales environment. In addition, customer demandingness is used as a moderator in this study to assess the relationship between distributive justice (DJ), procedural justice (PJ) and interactional justice (IJ) and post-recovery satisfaction.

A conceptual framework was developed by testing five hypotheses based on data collected from 337 salesperson–customer dyads.

The findings of this study reveal that DJ, PJ and IJ are positively linked with post-recovery satisfaction. In addition, post-recovery satisfaction negatively impacts customer distrust. On the contrary, customer distrust positively influences value co-creation behavior and has a negative impact on trusting intention. Finally, the customer’s level of demandingness significantly and positively moderates the linkage between the dimensions of justice perception and post-recovery satisfaction.

Despite extensive literature on distrust, a research model that examines customers’ distrust attitudes toward service failure and B2B recovery satisfaction needs to be developed and validated. In this regard, the authors developed a framework to measure post-recovery satisfaction and its association with customers’ distrust in B2B a context.