Value propositions during service mega-disruptions: Exploring value co-creation and value co-destruction in service recovery

Ioannis Assiouras (), Niklas Vallstrom, George Skourtis and Dimitrios Buhalis
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Ioannis Assiouras: UR CONFLUENCE : Sciences et Humanités (EA 1598) - UCLy - UCLy (Lyon Catholic University), ESDES - ESDES, Lyon Business School - UCLy - UCLy - UCLy (Lyon Catholic University)

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Abstract: This paper explores value co-creation and co-destruction by focusing on the role of value propositions, practices, and institutions in the tourism ecosystem during COVID-19. Customers that had experienced travel cancellations were interviewed. The findings indicate that during service mega-disruptions, customers re-evaluate resources and value propositions by prioritizing eudemonic well-being, demonstrating at the same time sympathy for the tourism firms' well-being. However, consumers expect reciprocity, honesty, transparency, and flexibility from tourism firms. The service mega-disruption of COVID-19 provoked a misalignment of practices and routines that led to value co-destruction. This paper proposes that value co-creation can be achieved during a service mega-disruption when actors demonstrate more altruism, solidarity, and shared intentions to maximize or protect the well-being of the ecosystem's actors.

Keywords: Service recovery; Practices; Value propositions; Value co-destruction; Value co-creation; Service mega-disruption; rétablissement des services; pratiques; propositions de valeur; co-destruction de valeur; co-création de valeur; Méga-disruption des services (search for similar items in EconPapers)
Date: 2022-11
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Published in Annals of Tourism Research, 2022, 97, pp.103501. ⟨10.1016/j.annals.2022.103501⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-05646906

DOI: 10.1016/j.annals.2022.103501

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