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Co-creating customer experiences in service ecosystems: a study in a tourist destination
dc.contributor.author | Monferrer Tirado, Diego | |
dc.contributor.author | Moliner, Miguel Angel | |
dc.contributor.author | Estrada, Marta | |
dc.date.accessioned | 2024-02-09T11:01:47Z | |
dc.date.available | 2024-02-09T11:01:47Z | |
dc.date.issued | 2024-01-30 | |
dc.identifier.citation | Monferrer Tirado, D., Moliner Tena, M.A. and Estrada, M. (2024), "Co-creating customer experiences in service ecosystems: a study in a tourist destination", Journal of Services Marketing, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/JSM-09-2023-0334 | ca_CA |
dc.identifier.issn | 0887-6045 | |
dc.identifier.uri | http://hdl.handle.net/10234/205793 | |
dc.description.abstract | Purpose – This study aims to examine the co-creation of customer experiences at different levels in service ecosystems, analyzing the case of a tourist destination. Design/methodology/approach – A questionnaire was designed based on previously validated scales. The questionnaire was distributed through the social media platforms Facebook and Instagram. The survey yielded 1,476 valid responses for three types of destinations. Structural equation modeling and multigroup analysis were performed to test the hypotheses. Findings – Aggregate service experience and memorable customer experience (MCE) in service ecosystems are determined by customer experiences at a dyadic level. Service experience at the ecosystem level is formed from ordinary experiences at the actor level, while MCE is formed from extraordinary experiences at the dyadic level. The type of ecosystem moderates the relationships between the variables but does not alter the importance of each of them. Originality/value – The relationship between the co-creation of customer experiences at different levels of service ecosystems (dyadic vs aggregate) is addressed. A relationship is established between the ordinary and extraordinary character of experiences and their memorability at the ecosystem level. | ca_CA |
dc.format.extent | 16 p. | ca_CA |
dc.format.mimetype | application/pdf | ca_CA |
dc.language.iso | eng | ca_CA |
dc.publisher | Emerald | ca_CA |
dc.rights | © Diego Monferrer Tirado, Miguel Angel Moliner Tena and Marta Estrada. Published by Emerald Publishing Limited. This article is published under the Creative Commons Attribution (CC BY 4.0) licence. Anyone may reproduce, distribute, translate and create derivative works of this article (for both commercial and non-commercial purposes), subject to full attribution to the original publication and authors. The full terms of this licence may be seen at http://creativecommons.org/licences/by/4.0/legalcode | ca_CA |
dc.rights.uri | http://creativecommons.org/licenses/by/4.0/ | ca_CA |
dc.subject | service ecosystem | ca_CA |
dc.subject | experiences co-creation | ca_CA |
dc.subject | service experience | ca_CA |
dc.subject | memorable customer experience | ca_CA |
dc.subject | tourist destination | ca_CA |
dc.title | Co-creating customer experiences in service ecosystems: a study in a tourist destination | ca_CA |
dc.type | info:eu-repo/semantics/article | ca_CA |
dc.identifier.doi | https://doi.org/10.1108/JSM-09-2023-0334 | |
dc.rights.accessRights | info:eu-repo/semantics/openAccess | ca_CA |
dc.type.version | info:eu-repo/semantics/publishedVersion | ca_CA |
project.funder.name | Generalitat Valenciana | ca_CA |
oaire.awardNumber | AICO/2020/074 | ca_CA |
dc.subject.ods | 12. Producción y consumo responsabels | ca_CA |
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Excepto si se señala otra cosa, la licencia del ítem se describe como: © Diego Monferrer Tirado, Miguel Angel Moliner Tena and Marta Estrada.
Published by Emerald Publishing Limited. This article is published under
the Creative Commons Attribution (CC BY 4.0) licence. Anyone may
reproduce, distribute, translate and create derivative works of this article
(for both commercial and non-commercial purposes), subject to full
attribution to the original publication and authors. The full terms of this
licence may be seen at http://creativecommons.org/licences/by/4.0/legalcode