Abstract
It is increasingly recognised that service encounters can also result in the generation of negative values. This has been conceptualised in the marketing literature as value co-destruction (VCD). Academics have yet to achieve a comprehensive understanding of the concept. This study is based on systematic review of studies on value co-destruction in the field of tourism and hospitality. A systematic literature review (SLR) method was used to synthesise the research on VCD across the fields of tourism and hospitality. A five-step process was employed. In the first step, the following aims were established. Second, to enable effective synthesis, six inclusion criteria were adopted. Third, to identify relevant publications for this review, the PRISMA protocol was used and consists of four phases: identification, screening, eligibility and inclusion. Fourth, an initial search of the three databases resulted in 408 records. The final sample consisted of 33 articles. Fifth, articles were organised using Mendeley Desktop software and studies were manually coded in a Microsoft Excel summary table. A content analysis of the final list of articles was then undertaken. Using a SLR, this study examined 33 peer-reviewed articles from 18 journals retrieved from Web of Science, Scopus and EBSCO Host. Most publications were in journals that focus on tourism and hospitality. The proposed organising framework can be used to gain a detailed understanding of the antecedents, dimensions and outcomes of VCD in tourism and hospitality. Lastly, this study identified numerous recommendations as part of a future research agenda and recommendation.
Presenters
Erose SthapitSenior Lecturer, Marketing, International Business, Tourism, Manchester Metropolitan University, United Kingdom
Details
Presentation Type
Paper Presentation in a Themed Session
Theme
Changing Dimensions of Contemporary Tourism
KEYWORDS
VALUE CO-DESTRUCTION, VALUE DIMINUTION, TOURISM, HOSPITALITY, ANTECEDENTS, OUTCOMES, SERVICE
