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Designing for mobile value co-creation : the case of travel counselling


Schmidt-Rauch, Susanne; Schwabe, Gerhard (2014). Designing for mobile value co-creation : the case of travel counselling. Electronic Markets, 24(1):5-17.

Abstract

This paper focuses on the development of a mobile service as extension of travel agencies' sales channels, fundamentally driven by the notion of value co-creation. Design goals are directly linked to the understanding of travel counselling as practical value co-creation and to the concern to progress this understanding throughout the travel customer cycle. Customers as well as travel agencies benefit from a mobile service rooted in value co-creation. Mobile service applications which target a service provision which furthermore is in line with the core competency of a travel agency (advice-giving and continuously accompany the customer) are scarce. Taking this as a starting point, we propose a mobile service and system design which provides a travel customer with continuing support on the trip, suitable to complement a lively, ongoing customer-firm interaction which enables the co-creation of value, ultimately targeting increased customer retention and loyalty.

Abstract

This paper focuses on the development of a mobile service as extension of travel agencies' sales channels, fundamentally driven by the notion of value co-creation. Design goals are directly linked to the understanding of travel counselling as practical value co-creation and to the concern to progress this understanding throughout the travel customer cycle. Customers as well as travel agencies benefit from a mobile service rooted in value co-creation. Mobile service applications which target a service provision which furthermore is in line with the core competency of a travel agency (advice-giving and continuously accompany the customer) are scarce. Taking this as a starting point, we propose a mobile service and system design which provides a travel customer with continuing support on the trip, suitable to complement a lively, ongoing customer-firm interaction which enables the co-creation of value, ultimately targeting increased customer retention and loyalty.

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Additional indexing

Item Type:Journal Article, refereed, original work
Communities & Collections:National licences > 142-005
Dewey Decimal Classification:Unspecified
Uncontrolled Keywords:Management of Technology and Innovation, Marketing, Economics and Econometrics, Business and International Management, Computer Science Applications
Language:English
Date:1 March 2014
Deposited On:23 Jul 2019 14:51
Last Modified:25 Sep 2019 00:38
Publisher:Springer
ISSN:1019-6781
OA Status:Green
Free access at:Publisher DOI. An embargo period may apply.
Publisher DOI:https://doi.org/10.1007/s12525-013-0124-8
Related URLs:https://www.swissbib.ch/Search/Results?lookfor=nationallicencespringer101007s1252501301248 (Library Catalogue)

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