Abstract
Purpose: This paper aims to study how a pair of hosts for one bed and breakfast establishment and their guests create value for the visit by communicating and interacting with each other on the island of Gotland.
Methodology/Approach: A case study was conducted on one single Bed and Breakfast (BnB) accommodation. An interview and a Questionnaire study were performed.
Findings: The study shows that there are several processes involved in the co-creation of values between visitors and hosts. Co-creation processes begin already when visitors are planning their visits to the island. Their expectations are created while choosing their accommodation type, often done online on different websites. Pre-information about the chosen BnB accommodation contributes to visitors’ expectations and image of the object, which can be seen as a part of their identities. In the physical meeting with the accommodation and the hosts and other guests, the co-creation process is strengthened. There are processes of participation, communication, creation of meaning for the stay, processes of trust and responsibilities which all together create a common culture which in turn contributes to co-creation of values for both parties. These processes also take place between guests. The processes are furthermore dependent on meaning-making and sensemaking processes. This all together generate knowledge about the destination and the values that enhance the positive experience of the visits. It also creates knowledge for the hosts about how they can develop their service to achieve increased customer satisfaction. Finally, these skills can be valuable for the continued planning and development of the tourism industry.
Research Limitation/implication: The study is limited to a one single BnB accommodation with its hosts on the island of Gotland in Sweden.
Originality/Value of paper: The study makes a contribution to the knowledge of processes of co-creation values by exploring how some visitors and their hosts experienced visits to the island. The study can help bridging the gap in the views and actions on co-creation of values among visitors and those who are visited.
Full text article
References
Abolafia, M.Y., 2010. Narrative Construction as Sensemaking: How a Central Bank Thinks. Organization Studies, 31(3), pp.349-367.
Agrawal, A.K. and Rahman, Z., 2016. Consequences of consumer participation in value co-creation. In: NIDA International Business Conference 2016, Proceedings of NIDA: International Business Conference 2016 Sustainability in Business. Conferences Proceedings. Bangkok, Thailand, 12 March 2016. Bangkok: NIDA Business School.
Barnes, S. and Mattsson, J., 2016. Understanding current and future issues in collaborative consumption: A four-stage Delphi study. Technological Forecasting & Social Change, 104, pp.200-211. http://dx.doi.org/10.1016/j.techfore.2016.01.006.
Bendapudi, N. and Leone, R.P., 2003. Psychological Implications of Customer Participation in Co-Production. Journal of Marketing, 67(1), pp.14-28. http://dx.doi.org/10.1509/jmkg.67.1.14.18592.
Boswijk, A., Thijssen, T. and Peelen, E., 2007. Meaningful Experiences, The Experience Economy: A New Perspective. Amsterdam: Pearson Education Benelux.
Brown, A.D., Colville, I. and Pye, A., 2014. Making sense of in organization studies. Organization Studies, 36(2), pp.265-277. https://doi.org/10.1177/0170840614559259.
Brown, A.D., Stacey, P. and Nandhakumar, J., 2007. Making sense of narratives. Human Relations, 61(8), pp.1035-1062.
Bruner, J., 1991. The narrative construction of reality. Critical Inquiry, 18(1), pp.1-21.
Byrd, E.T., Cárdenas, D.A. and Greenwood, J.B., 2008. Factors of stakeholder understanding of tourism: The case of Eastern North Carolina. Tourism and Hospitality Research, 8(3), pp.192-204. http://dx.doi.org/10.1057/thr.2008.21.
Chia, R., 2010. Rediscovering Becoming: Insights from an Oriental Perspective on Process Organization Studies. In: T. Hernes and S. Maitlis, eds. 2010. Process, sensemaking, and organizing. Oxford: Oxford University Press. Ch. 7.
Colville, I., Pye, A. and Carter, M., 2013. Organizing to counter terrorism: Sensemaking amidst dynamic complexity. Human Relations, 66(9), pp.1201-1223. http://dx.doi.org/10.1177/0018726712468912.
Cornelissen, J.P., 2012. Sensemaking under pressure: the influence of professional roles and social accountability on the creation of sense. Organization Science, 23(1), pp.118-137. http://dx.doi.org/10.1287/orsc.1100.0640.
Currie, G. and Brown, A., 2003. A narratological approach to understanding processes of organizing in a UK hospital. Human Relations, 56(5), pp.563-586. https://doi.org/10.1177/0018726703056005003.
Dorpat, T.L. and Miller, M.L., 1992. Clinical interaction and the analysis of meaning: a new psychoanalytic theory. Hillsdale, NJ: Analytic Press.
Dunford, R. and Jones, D., 2000. Narrative in strategic change. Human Relations, 53(9), pp.1207-1226. https://doi.org/10.1177/0018726700539005.
Fang, B., Ye, Q. and Law, R., 2016. Effect of sharing economy on tourism industry employment. Annals of Tourism Research, 57, pp.264-267. https://doi.org/10.1016/j.annals.2015.11.018.
Gephart, R.P., Topal, C. and Zhang, Z., 2010. Future-oriented Sensemaking: Temporalities and institutional legitimation. In: T. Hernes and S. Maitlis, eds. 2010. Process, sensemaking, and organizing. Oxford: Oxford University Press. Ch. 13.
Gillies, J., Neimeyer, R.A. and Milman, E., 2014. The Meaning of Loss Codebook: Construction of a System for Analyzing Meanings Made in Bereavement. Journal Death Studies, 38(1-5), pp.207-2016. https://doi.org/10.1080/07481187.2013.829367.
Gioia, D.A., 1998. From individual to Organizational Identity. In D.A. Whetten and P.C. Godfrey, eds. 1998. Identity in Organizations. Building Theory Through Conversations. Thousand Oaks, CA, US: Sage Publications. 17-31.
Hernes, T. and Maitlis, S., 2013. Process, sensemaking, and organizing. Oxford: Oxford University Press.
Ignelzi, M., 2000. Meaning-Making in the Learning and Teaching Process. New directions for teaching and learning, 2000(82), pp.5-14.
Isabella, L.A., 1990. Evolving interpretations as change unfolds: How managers construe key organisational events. Academy of Management Journal, 33(1), pp.7-41.
Katz, V., 2015. Regulating the sharing economy. Berkeley Technology Law Journal, 30(4), pp. 1067-1126. https://doi.org/10.15779/Z38HG45.
Lunkka, N., Suhonen, M. and Turkki, L., 2015. Sairaalan projektit materialisoitumisen areenoina – ylihoitajien kokemuksia muutosprosesseista. Hallinnon Tutkimus, 3(34), pp.233-248.
Maitlis, S. and Christianson, M., 2014. Sensemaking in organizations: Taking stock and moving forward. The Academy of Management Annals, 8(1), pp.57-125. https://doi.org/10.1080/19416520.2014.873177.
Maitlis, S. and Sonenshein, S., 2010. Sensemaking in crisis and change: Inspiration and insights from Weick (1988). Journal of Management Studies, 47(3), 551-580. https://doi.org/10.1111/j.1467-6486.2010.00908.x.
Maitlis, S., 2005. The social processes of organizational sense making. The Academy of Management Journal, 48(1), pp.21-49.
Monin, P., Noorderhaven, N., Vaara, E. and Kroon, D., 2013. Giving sense to and making sense of justice in postmerger integration. Academy of Management Journal, 56(1), pp.256-284. https://doi.org/10.5465/amj.2010.0727.
Morosan, C. and DeFranco, A., 2016. Co-creating value in hotels using mobile devices: a conceptual model with empirical validation. International Journal of Hospitality Management, 52, pp. 131-142.
Mortimer, E.F. and Scott, P.H., 2003. Meaning Making in Secondary Science Classrooms. Maidenhead, UK: McGraw-Hill Education.
Neuhofer, B., Buhalis, D. and Ladkin, A., 2012. Conceptualising technology enhanced destination experiences. Journal of Destination Marketing & Management, 1(1-2), pp.36-46. https://doi.org/10.1016/j.jdmm.2012.08.001.
Oh, H., Fiore, A.M. and Jeoung, M., 2007. Measuring experience economy concepts: tourism applications. Journal of Travel Research, 46(2), pp.119-132. https://doi.org/10.1177/0047287507304039.
Pine, B.J. and Gilmore, J.H., 1998. Welcome to the experience economy. Harvard Business Review, 76(4), pp.97-105.
Pratt, M.G., 2000. The good, the bad, and the ambivalent: Managing identification among Amway distributors. Administrative Science Quarterly, 45(3), 456-493. https://doi.org/10.2307/2667106.
Prebensen, N.K., Vittersø, J. and Dahl, T.I., 2013. Value co-creation significance of tourist resources. Annals of Tourism Research, 42, pp.240-261. https://doi.org/10.1016/j.annals.2013.01.012.
Probst, M.M.P., 2012. Sensemaking during a complete process of revitalization in a complex context. Ph. D. University of Tilburg. Amsterdam: Empee Interim Management B.V.
Ritchie, J.R.B., Wing Sun Tung, V. and Ritchie, R.J.B., 2011. Tourism experience management research. International Journal of Contemporary Hospitality Management, 23(4), pp.419-438.
Saarijarvi, H., Kannan, P.K. and Kuusela, H., 2013. Value co-creation: theoretical approaches and practical implications. European Business Review, 25(1), pp.6-19. https://doi.org/10.1108/09555341311287718.
Salancick, G. and Pfeffer, J., 1978. A social information processing approach to job attitudes and task design. Administrative Science Quarterly, 23(2), pp.224-253.
Shahzad, K. and Muller, A.R., 2016. An integrative conceptualization of organizational com- passion and organizational justice: a sensemaking perspective. Business Ethics: An European Review, 25(2), pp.144-158. https://doi.org/10.1111/beer.12112.
Shaw, G., Bailey, A. and Williams, A., 2011. Aspects of service-dominant logic and its implications for tourism management: examples from the hotel industry. Tourism Management, 32(2), pp.207-214. https://doi.org/10.1016/j.tourman.2010.05.020.
Skålén, P. and Strandvik, T., 2005. From prescription to description: a critique and reorientation of service culture. Managing Service Quality, 15(3), pp.230-244. https://doi.org/10.1108/09604520510597791.
Thurlow, A. and Helms Mills, J., 2009. Change, talk and sensemaking. Journal of Organizational Change Management, 22(5), pp.459-479. https://doi.org/10.1108/09534810910983442.
Tillväxtverket, 2016. Fakta om svensk turism. [pdf] Stockholm: Tillväxtverket. Available at: < http://publikationer.tillvaxtverket.se/ProductView.aspx?ID=2084 > [Accessed 19 November 2018].
Tussyadiah, I. and Pesonen, J., 2016. Impacts of peer-to- peer accommodation use on travel patterns. Journal of Travel Research, 55(8), pp.1022-1040. https://doi.org/10.1177/0047287515608505.
Vargo, S., Maglio, P. and Akaka, M., 2008. On value and value co-creation: a service systems and service logic perspective. European Management Journal, 26(3), pp.145-152. https://doi.org/10.1016/j.emj.2008.04.003.
Walls, A.R., Okumus, F., Raymond, Y. and Kwun, D.J., 2011. An epistemological view of consumer experiences. International Journal of Hospitality Management, 30(1), pp. 10-21. https://doi.org/10.1016/j.ijhm.2010.03.008.
Watson, T.J., 1995. Rhetoric, discourse and argument in organizational: A reflexive tale. Organization Studies, 16(5), pp.805-821. https://doi.org/10.1177/017084069501600503.
Weick, K., 1988. Enacted sensemaking in crisis situations. Journal of Management Studies, 25(4), pp.305-317. https://doi.org/10.1111/j.1467-6486.1988.tb00039.x.
Weick, K., 1993. The collapse of sensemaking in organizations: The Mann Gulch disaster. Administrative Science Quarterly, 38(4), pp.628-652.
Weick, K., 1995. Sensemaking in Organisations. London: Sage Publications.
Weick, K., Sutcliffe, K.M. and Obstfeld, D., 2005. Organizing and the process of sensemaking. Organization Science, 16(4), pp.409-421. https://doi.org/10.1287/orsc.1050.0133.
Wilson, E. and Harris, C., 2006. Meaningful travel: women, independent travel and the search for self and meaning. Tourism, 54(2), pp.161-172.
Yannopoulou, N., Moufahim, M. and Bian, X., 2013. User-generated brands and social media: Couchsurfing and AirBnb. Contemporarary Research, 9(1), pp.85-90. http://dx.doi.org/10.7903/cmr.11116.
Yin, R.K., 1994. Case Study Research – Design and Methods. 2nd Ed. London: Sage Publications.
Authors
This is an open access journal which means that all content is freely available without charge to the user or his/her institution. Users are allowed to read, download, copy, distribute, print, search, or link to the full texts of the articles in this journal without asking prior permission from the publisher or the author. This is in accordance with the BOAI definition of open access. This journal is licensed under a Creative Commons Attribution 4.0 License - http://creativecommons.org/licenses/by/4.0.
Authors who publish with the Quality Innovation Prosperity agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.