Co-creating value in hotels using mobile devices: A conceptual model with empirical validation

The service-dominant (S-D) logic paradigm is increasingly gaining ground within the scholarly literature and current hotel industry practice. The S-D logic purports that consumers are no longer passive receivers of firms’ value propositions, but rather interact with firms in service settings, thus c...

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Bibliographic Details
Published in:International journal of hospitality management 2016-01, Vol.52, p.131-142
Main Authors: Morosan, Cristian, DeFranco, Agnes
Format: Article
Language:English
Subjects:
Habit
Mobile commerce
Novelty seeking
Service-dominant logic
Value co-creation
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Summary:The service-dominant (S-D) logic paradigm is increasingly gaining ground within the scholarly literature and current hotel industry practice. The S-D logic purports that consumers are no longer passive receivers of firms’ value propositions, but rather interact with firms in service settings, thus co-creating value. Using data from a general population sample of hotel consumers from the U.S., this study developed and validated empirically a conceptual model that recognizes the central role of consumers’ degree of value co-creation in creating valuable service experiences using mobile devices in hotels. It was found that the mobile (m-)commerce habit influences the degree of consumer co-creation, which in turn influences the perceived value of co-creation behavior. In addition, the perceived value of co-creation was found to influence consumers’ perceived value of the hotel stay and intentions to stay in a hotel that facilitates co-creation via the mobile environment.
ISSN:0278-4319
1873-4693
DOI:10.1016/j.ijhm.2015.10.004