Informing timeshare exchange services on the drivers of customer-driven co-production |
| |
| Institution: | 1. School of Hospitality Administration, Boston University, 928 Commonwealth Avenue, Brookline, Room 325, Boston, MA 02446, USA;2. School of Hospitality and Tourism Management, Purdue University, 900 W State Street, Marriott Hall, Room 245, West Lafayette, IN 47907-2115, USA;1. Lancaster University Management School, United Kingdom;2. Isenberg School of Management, University of Massachusetts-Amherst, 121 Presidents Dr, Amherst, MA 01003;1. Department of Marketing, Auckland University of Technology, 120 Mayoral Drive, Auckland 1010, New Zealand;2. Department of Marketing, Spears School of Business, Oklahoma State University, 477 Business Building, Stillwater, OK, 74078, USA;3. School of Hotel & Tourism Management, The Hong Kong Polytechnic University, 17 Science Museum Road, TST East, Kowloon, Hong Kong;4. College of International Management, Ritsumeikan Asia Pacific University, 1-1 Jumonjibaru, Beppu, Oita, 874-8577, Japan;1. Department of Human Sciences, The Ohio State University, 1787 Neil Avenue, Columbus, OH 43210, United States;2. Jonathan M. Tisch Center of Hospitality, New York University, 7 East 12th Street, 721G New York, NY 10003, United States;3. Division of Programs in Business, New York University, United States |
| |
| Abstract: | Given the continued growth of the timeshare segment and its unique characteristics as an owned leisure lodging product, adopting a service-dominant logic and developing opportunities for co-creation is highly relevant for companies that provide services to this industry. Specifically, the purpose of this study is to explore the drivers that lead to customer-driven co-production in timeshare exchange services, due to the popularity of this option among consumers owning timeshare. Our results indicate that interaction between timeshare owners as customers of the exchange company is a significant driver of customer-driven co-production. To the authors’ knowledge, this is the first study to explore customer-driven co-production in the timeshare industry. Moreover, our findings are highly significant for timeshare exchange companies and point them to potential areas of improvement in their service processes that could lead to higher customer-driven co-production and, consequently, more valuable experiences. |
| |
| Keywords: | Customer-driven co-production Co-creation Service-dominant logic Timeshare industry Timeshare exchange companies |
| 本文献已被 ScienceDirect 等数据库收录！ |
|
