– Noting that a fundamental tenet of service‐dominant (S‐D) logic is the co‐creation of value‐in‐use, this paper aims to explore the theoretical possibility that the interactions between service systems cannot only co‐create value, but also have adverse consequences leading to actual value co‐destruction., – This conceptual paper critically reviews the dominance of value co‐creation and value‐in‐use in S‐D logic. Noting the relative lack of research in the converse possibility, the study proposes and explores the implications of value co‐destruction as a new concept which should be introduced within the framework of S‐D logic., – The study proposes a formal definition for the new proposed concept of value co‐destruction. It describes in detail the process by which it occurs, showing that value can be co‐destroyed through the interactions between different systems, resulting in value destruction‐through‐misuse. Indeed, value co‐destruction occurs when a service system accidentally or intentionally misuses resources (its own resources and/or those of another service system) by acting in an inappropriate or unexpected manner., – This paper is purely conceptual and exploratory. Empirical examination of the theoretical findings regarding value‐co‐destruction is required. Possible avenues of interest for such empirical research of value co‐destruction are suggested., – Limiting the occurrence of misuse by aligning the mutual expectations of interacting service systems should reduce the risks of value co‐destruction. Recovering from misuse should also be considered., – This study is apparently the first to have introduced the notion of value co‐destruction into the conceptual framework of S‐D logic.

Not always co-creation: introducing interactional co-destruction of value in service-dominant logic

Abstract The study and practice of knowledge management has grown rapidly since the 90s, driven by social, economic, and technological trends. Tourism has been slow in adopting this approach due to not only a lack of gearing between researchers and tourism, but also to a “hostile” knowledge adoption environment. Its acquisition would close the gap and also provide both insights and potential applications for tourism. Research in Australia supports the assertion that this field is a late adopter of knowledge management. In response, this paper provides a model for tourism.

Knowledge management and tourism

The expectation-confirmation model (ECM) of IT continuance is a model for investigating continued information technology (IT) usage behavior. This paper reports on a study that attempts to expand the set of post-adoption beliefs in the ECM, in order to extend the application of the ECM beyond an instrumental focus. The expanded ECM, incorporating the post-adoption beliefs of perceived usefulness, perceived enjoyment and perceived ease of use, was empirically validated with data collected from an on-line survey of 811 existing users of mobile Internet services. The data analysis showed that the expanded ECM has good explanatory power (R 2 = 57.6% of continued IT usage intention and R 2 = 67.8% of satisfaction), with all paths supported. Hence, the expanded ECM can provide supplementary information that is relevant for understanding continued IT usage. The significant effects of post-adoption perceived ease of use and perceived enjoyment signify that the nature of the IT can be an important boundary condition in understanding the continued IT usage behavior. At a practical level, the expanded ECM presents IT product/service providers with deeper insights into how to address IT users' satisfaction and continued patronage.

The effects of post-adoption beliefs on the expectation-confirmation model for information technology continuance

This paper explores the relationship between social capital and happiness both in Europe as a whole, as well as in its four main geographical macro-regions – North, South, East and West – separately. We test the hypothesis of whether social capital, in its three-fold definition established by Coleman (1988) – trust, social interaction, and norms and sanctions – influences individual happiness across European countries and regions. The concept of social capital is further enriched by incorporating Putnam- (1993) and Olson- (1982) type variables on associational activity. Using ordinal logistic regression analysis on data for 48,583 individuals from 25 European countries, we reach three main findings. First, social capital matters for happiness across the three dimensions considered. Second, the main drivers of the effects of social capital on happiness appear to be informal social interaction and general social, as well as institutional trust. And third, there are significant differences in how social capital interacts with happiness across different areas of Europe, with the connection being at is weakest in the Nordic countries.

Social Capital and Individual Happiness in Europe

Dimensions of lodging guest satisfaction among guests with mobility challenges: A mixed-method analysis of web-based texts

Are you a tech-savvy person? Exploring factors influencing customers using self-service technology

Using customer knowledge for service innovation in travel agency industry

Scale development of value co-destruction behavior in tourism.

Purpose – The purpose of this paper is to explore integrity issues for travel services in China using the framework of a stress and coping model to focus on customers’ perceived unfairness, responsibility attribution and their negative emotions. Design/methodology/approach – A content analysis of 80 online customer complaints provides a brief profile of these integrity issues. Findings – Integrity issues frequently appear during service delivery and are primarily rooted in the unethical behavior of travel service employees or partners. Service contracts and fairness are used by customers as standards to evaluate harm caused by integrity issues. Customers attribute responsibility for these issues to the travel agency or tour operator, and not their employees. Finally, customers feel angry and disappointed when they experience an integrity issue and sometimes feel helpless. Research limitations/implications – Future studies can collect data by multiple means and further examine the correlations between cust...

Lishan Xie

Papers

Are you a tech-savvy person? Exploring factors influencing customers using self-service technology

Using customer knowledge for service innovation in travel agency industry

Scale development of value co-destruction behavior in tourism.

Customer responses to integrity issues for travel services in China: A content analysis based on online complaints

Triad collaboration of hotel employers, employees and customers for service innovation in a changing world