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What drives customer value in composed service systems? The case of mountain resorts
Université de Savoie.
Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för företagsekonomi. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning.ORCID-id: 0000-0003-2705-0836
Université de Savoie.
Université de Savoie.
2012 (engelsk)Inngår i: Marketing, Strategy, Economics, Operations and Human Resources: Insights on Service Activities, 2012Konferansepaper, Publicerat paper (Fagfellevurdert)
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.

sted, utgiver, år, opplag, sider
2012.
Emneord [en]
value creation, resource integration, service system, customer, tourism
HSV kategori
Forskningsprogram
Samhällskunskap
Identifikatorer
URN: urn:nbn:se:kau:diva-15439OAI: oai:DiVA.org:kau-15439DiVA, id: diva2:564944
Konferanse
12th International Research Conference in Service management, La Londe Les Maures, France, May 29 - June 1, 2012
Tilgjengelig fra: 2012-11-05 Laget: 2012-11-05 Sist oppdatert: 2018-08-07bibliografisk kontrollert

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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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