Tourists’ Emotions as a Resource for Customer Value Creation, Co-Creation and Destruction : A Customer-Grounded Understanding

Malone, Sheila and McKechnie, Sally and Tynan, Caroline (2018) Tourists’ Emotions as a Resource for Customer Value Creation, Co-Creation and Destruction : A Customer-Grounded Understanding. Journal of Travel Research, 57 (7). pp. 843-855. ISSN 0047-2875

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Research on customer value creation in a tourism setting has tended to prioritize the firm’s over the customer’s perspective. However, new understandings of customer value through the lens of customer-dominant logic emphasize the need to consider value as emerging within the broader context of a customer’s lifeworld, which transcends customer–firm interactions and includes interactions with others. Tourism experiences are experiential and meaning-laden at the individual and collective levels. As a resource for value creation, emotions play an important but underexplored role during value-in-use and influence the tourist’s consumption experience. We provide a customer-grounded understanding of value creation as emerging and evolving over time by examining how emotions are experienced and contribute to the holistic consumption experience both intra- and intersubjectively. By demonstrating how emotions, as a customer operant resource, contribute to the process of value creation as well as value destruction, we extend our knowledge of experiential consumption practices.

Item Type:
Journal Article
Journal or Publication Title:
Journal of Travel Research
Additional Information:
The final, definitive version of this article has been published in the Journal, Journal of Travel Research, 57 (7), 2018, © SAGE Publications Ltd, 2018 by SAGE Publications Ltd at the Journal of Travel Research page: on SAGE Journals Online:
Uncontrolled Keywords:
?? customer-dominant logic value destruction value co-creation value creationemotionstransportationgeography, planning and development ??
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Deposited On:
05 Jun 2017 10:42
Last Modified:
28 Jun 2024 00:45