Co-creating customer value of an experience for tourists

Gao, Lihua, Scott, Noel and Ding, Peiyi (2012). Co-creating customer value of an experience for tourists. In: Clare Lade and Lisa Melsen, CAUTHE 2012: The new golden age of tourism and hospitality; Book 1; Proceedings of the 22nd Annual Conference. 22nd Annual CAUTHE Conference 2012, Melbourme, Australia, (201-212). 6-9 February 2012.

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Name Description MIMEType Size Downloads
Author Gao, Lihua
Scott, Noel
Ding, Peiyi
Title of paper Co-creating customer value of an experience for tourists
Conference name 22nd Annual CAUTHE Conference 2012
Conference location Melbourme, Australia
Conference dates 6-9 February 2012
Proceedings title CAUTHE 2012: The new golden age of tourism and hospitality; Book 1; Proceedings of the 22nd Annual Conference
Place of Publication Melbourne, Australia
Publisher CAUTHE
Publication Year 2012
Sub-type Fully published paper
ISBN 9780987050717
Editor Clare Lade
Lisa Melsen
Start page 201
End page 212
Total pages 12
Collection year 2013
Language eng
Abstract/Summary As an offering, experiences are co-created, because they are inherently personal and constructed by individuals who have been engaged, managers, meanwhile, are “stagers” seeking to create a platform for customers to shape their own experience. The holistic experience includes the experience process and the psychological outcomes. In experiential consumption, what customers buy are not goods or services, but rather the benefits and experiences those goods and services provide for them. In this case, customers perceive and evaluate the experience from the whole experiential process. Based on these ideas, this paper provides a theoretical model which not only combines the managerial view of experiences with that of the customer, but also relates the concept of customer value of an experience to the experience process. The model therefore offers the possibility of identifying the value added by managers to an experience and their connections with the attributes used in an experience.
Keyword Tourist experience
Customer value
Co-creation
Q-Index Code E1
Q-Index Status Confirmed Code
Institutional Status UQ

Document type: Conference Paper
Collections: Official 2013 Collection
UQ Business School Publications
 
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