Juan Yang, Ana Cláudia Campos, Biqiang Liu, Brent Moyle, Anna Kralj and Truc H. Le
Co-creation experiences are psychologically complex phenomena. This chapter discusses how cognitive psychology can add value to the co-creation of experiences. There are different…
Abstract
Co-creation experiences are psychologically complex phenomena. This chapter discusses how cognitive psychology can add value to the co-creation of experiences. There are different meanings of co-creation and here the focus is on the customer's mental experience. This chapter analyses the theoretical underpinnings of co-creation and discusses key dimensions of the concept from a cognitive perspective, highlighting the importance of attention and active involvement. Furthermore, it discusses how technologies (augmented reality, robotics, intelligence systems) can prompt experience co-creation. Finally, this chapter examines the literature of co-creation and experiential learning overlap in knowledge building. Opportunities for future empirical research in this area are suggested.
Details
Keywords
Sofia Almeida and Ana Cláudia Campos
This paper aims to better understand community of practice (CoP)’s dynamics with a focus on the hotel sector and perceived benefits to members and business performance.
Abstract
Purpose
This paper aims to better understand community of practice (CoP)’s dynamics with a focus on the hotel sector and perceived benefits to members and business performance.
Design/methodology/approach
This is a case study research focusing on a successful experience within a CoP found in the hotel sector. The study reports in detail how a CoP was created and how it evolved to a digital platform to give birth to a fully co-designed tourism product. It analyzes this CoP’s social dynamics, processes of communication and interaction, as well as digital evolution. To collect rich data, method triangulation was applied by mixing quantitative and qualitative analyses.
Findings
The community is highly participated and valued because it is perceived as a dynamic system contributing to rapid information exchange and diffusion, efficient context for knowledge transfer and individual responsiveness to daily professional activities and challenges. The reasons why members perceive Amigas do Trade as a distinctive community include shared values and attitudes; professional area and position; and group composition. The majority of members acknowledged that belonging to this CoP has helped in making an informed decision with impact on business practice. The sub-theme more intensely participated and discussed concentrated on human resources issues.
Research limitations/implications
A case study brings useful insights into the understanding of CoP members’ behaviour; however, findings are not generalizable to other communities.
Practical implications
This study contributes in several ways to business practice and management. Hotel businesses pertain to a sector in which CoPs easily thrive. This seems to happen because businesses in the tourism and hospitality industry are highly dependent on networks, people, communication channels and technologies. Engagement with technological platforms is stimulated because of the unproblematic integration of these digital platforms into other technologies members already use in their daily work and life. Moreover, digital platforms are not expensive and potentially increase motivation levels within CoP, and consequently in companies. This example inspires the use of digital platforms to exchange knowledge in other CoPs in the hotel sector.
Social implications
CoPs are contexts of good interaction within a group of people by nurturing a good value system (comprehending trust, cohesion and good communication climate). Thus, a non-hierarchical and non-biased approach to CoP by managers could be accomplished by fostering an organizational culture based on joint innovation, coopetition and open communication principles. Expectedly, in this respect, intensive use of digital technologies in the business arena will keep playing a key role.
Originality/value
To the best of the authors’ knowledge, this is the first study on CoP applied to the hotel sector. Additionally, it is also the first time a CoP composed only by women working in the hotel sector was analyzed. One other element of novelty links to the fact that a CoP with physical and virtual dimensions was studied, introducing the use of digital platforms to the analysis of CoP dynamics.
Details
Keywords
Jinous Sadighha, Patrícia Pinto, Manuela Guerreiro and Ana Cláudia Campos
This study investigates the reciprocity mechanism in value co-creation and clarifies how service providers may effectively trigger customer participation behaviour and boost value…
Abstract
Purpose
This study investigates the reciprocity mechanism in value co-creation and clarifies how service providers may effectively trigger customer participation behaviour and boost value co-creation to enhance customer citizenship behaviour, which brings extra benefits for service providers.
Design/methodology/approach
By combining equity theory, social exchange theory and co-creation theory, this research proposes a model for the reciprocity mechanism in value co-creation incorporating customer co-creation perception (CCCP) conducting hotel dialogue, access, risk assessment and transparency (DART) activities; customer participation behaviour (CPB – information seeking, information sharing, responsible behaviour and personal interaction); customer citizenship behaviour (CCB – feedback, advocacy, helping and tolerance) and value co-creation in hotels. It also applies script theory to explore how customers’ previous experiences with the hotel may impact the value reciprocity mechanism. The collected data from tourists are analysed using partial least squares structural equation modelling (PLS-SEM).
Findings
The results confirm that CCCP drives CPB, value co-creation and CCB. CPB also enhances value co-creation, consequently boosting CCB. Moreover, CPB and value co-creation are the reciprocity mechanisms that mediate CCCP to CCB. Findings also reveal that CPB has a greater impact on value co-creation for first-time customers. In contrast, CCCP has a higher effect on value co-creation for repeat customers.
Practical implications
The proposed model is a managerial tool that assists practitioners in effectively driving customer participation behaviour and improving value co-creation for first-time customers and repeat customers.
Originality/value
This study uncovers the significance of the hospitality service provider’s DART actions in forming customer perceptions and leading customer behaviour towards value co-creation.
Details
Keywords
Noel Scott, Brent Moyle, Ana Cláudia Campos, Liubov Skavronskaya and Biqiang Liu
Noel Scott, Brent Moyle, Ana Cláudia Campos, Liubov Skavronskaya and Biqiang Liu
Noel Scott, Brent Moyle, Jianyu Ma, Ana Cláudia Campos, Lynn I-Ling Chen, Dung Le, Liubov Skavronskaya, Shanshi Li, Rui Zhang, Shan Jiang, Lihua Gao and Arghavan Hadinejad
Effective experience design requires not only a knowledge of tourist goals, but an understanding of how these can be met in a particular tourism site. Research on experiences and…
Abstract
Effective experience design requires not only a knowledge of tourist goals, but an understanding of how these can be met in a particular tourism site. Research on experiences and experience design is supported by cognitive psychology concepts such as perception, attention, appraisal, emotion, consciousness, feelings and memory. However, these concepts are often used in a combination with others from sociology, social or environmental psychology in a manner that leads to confusion rather than clarity, without apparent understanding of the theoretical mechanisms by which these concepts are related. This chapter develops a series of propositions for potential application to tourism experience design. Future research should examine the efficacy of these propositions from cognitive psychology for tourism experience design.
Details
Keywords
Ana Cláudia Campos and Noel Scott
Goals play a critical role in everyday life and shape life and lifestyles. This chapter reviews and discusses the main approaches to the study of goals, addressing main…
Abstract
Goals play a critical role in everyday life and shape life and lifestyles. This chapter reviews and discusses the main approaches to the study of goals, addressing main theoretical endeavours that have emerged from psychological research, and emphasising the contributions from cognitive psychology to the topic. It also discusses literature on goals and motivation as found in tourism studies, highlighting the theoretical underpinnings used in this field. The discussion concludes with the need to update, in tourism studies, knowledge from cognitive psychology and propose how a better understanding of the cognitive foundations of goal-oriented behaviour can contribute to change tourism practice.
Details
Keywords
Noel Scott, Brent Moyle, Ana Cláudia Campos, Liubov Skavronskaya and Biqiang Liu
This chapter introduces the cognitive paradigm. The concept of translation and associated problems is discussed. Several arguments for the adoption of a cognitive-based social…
Abstract
This chapter introduces the cognitive paradigm. The concept of translation and associated problems is discussed. Several arguments for the adoption of a cognitive-based social sciences are provided. A brief history of the term cognition is provided and the origin of theory in tourism discussed. Justifications for the use of cognitive psychology in the field of tourism are provided. These include the (mostly) hedonic and hence emotional nature of tourism experiences, the novelty of travel outside one's usual environment, the importance of imagining, daydreams, emotions and desire for travel decisions and the importance of autobiographical memories because of travel.
Details
Keywords
Noel Scott, Brent Moyle, Ana Cláudia Campos, Liubov Skavronskaya and Biqiang Liu
This chapter presents a case for updating the use and development of psychological theory in tourism through an examination of the psychological stimulus-organism-response (S-O-R…
Abstract
This chapter presents a case for updating the use and development of psychological theory in tourism through an examination of the psychological stimulus-organism-response (S-O-R) model. The historical development and the criticism of the model has been addressed. A revised version of the model is provided based on importing new theoretical knowledge from the original discipline. This chapter argues that with an explicit focus on tourism psychology, there is some evidence to suggest that tourism theory may benefit from adopting theory from the parental discipline rather than inventing its own. Future research can address other examples of imported theories and to further examine mechanisms for this knowledge transfer and update from original disciplines relevant to the study of tourism.
Details
Keywords
Noel Scott and Ana Claudia Campos
Authenticity has been studied from a variety of disciplinary perspectives, leading to a rich but confused literature. This study, a review, aims to compare the psychology and…
Abstract
Purpose
Authenticity has been studied from a variety of disciplinary perspectives, leading to a rich but confused literature. This study, a review, aims to compare the psychology and sociology/tourism definitions of authenticity to clarify the concept. From a psychological perspective, authenticity is a mental appraisal of an object or experience as valued leading to feelings and summative judgements (such as satisfaction or perceived value). In objective authenticity, a person values the object due to belief in an expert’s opinion, constructive authenticity relies on socially constructed values, while existential authenticity is based on one’s self-identity. The resultant achievement of a valued goal, such as seeing a valued object, leads to feelings of pleasure. Sociological definitions are similar but based on different theoretical antecedent causes of constructed and existential authenticity. The paper further discusses the use of theory in tourism and the project to develop tourism as a discipline. This project is considered unlikely to be successful and in turn, as argued, it is more useful to apply theory from other disciplines in a multidisciplinary manner. The results emphasise that it is necessary for tourism researchers to understand the origins and development of the concepts they use and their various definitions.