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What drives customer value in composed service systems? The case of mountain resorts
Université de Savoie.
Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.ORCID iD: 0000-0003-2705-0836
Université de Savoie.
Université de Savoie.
2012 (English)In: Marketing, Strategy, Economics, Operations and Human Resources: Insights on Service Activities, 2012Conference paper, Published paper (Refereed)
Abstract [en]

This paper focuses on composed service systems (CSS), when a macro-entity - such as resorts, malls or universities - offers a range of services provided by several businesses. The aim is to understand how customers create value and combine their own resources with the resources offered by providers. A qualitative study was conducted in the context of mountain resorts during the summer season, tourists were interviewed during their stay. The analysis identifies three main categories of value drivers: activities, interactions and others. The analysis also reveals that tourists appreciate business-organised activities (restaurant, sport club…) as well as self-organised activities (picnic, hiking …). They combine their own resources with the ones of the various providers and of the resort (nature, walking paths …). The paper contributes to a new empirically based conceptualisation of customers’ resource integration and value co-creation. We emphasize value drivers in the continuum provider-defined/customer-defined value co-creation processes and what this requires in terms of design of a supporting CSS. The conclusion argues that the findings can apply to any CSS and pave the way for service innovation.

Place, publisher, year, edition, pages
2012.
Keywords [en]
value creation, resource integration, service system, customer, tourism
National Category
Social Sciences Business Administration
Research subject
Samhällskunskap
Identifiers
URN: urn:nbn:se:kau:diva-15439OAI: oai:DiVA.org:kau-15439DiVA, id: diva2:564944
Conference
12th International Research Conference in Service management, La Londe Les Maures, France, May 29 - June 1, 2012
Available from: 2012-11-05 Created: 2012-11-05 Last updated: 2018-08-07Bibliographically approved

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http://www.cerog.org/lalondeCB/SM/2012_lalonde_seminar/papers/09-P149-2012-DURRANDE-REV-06-04-2012.pdfhttp://www.cerog.org/lalondeCB/SM/

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Edvardsson, Bo

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CiteExportLink to record
Permanent link

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Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
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  • Other locale
More languages
Output format
  • html
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  • asciidoc
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