Document Type
Article
Rights
Available under a Creative Commons Attribution Non-Commercial Share Alike 4.0 International Licence
Disciplines
Business and Management.
Abstract
This paper reports on a study which explored the customer perspective on their roles in SST encounters in a tourism context, through the theoretical lens of service-dominant logic. The study employed short qualitative interviews with airline passengers at an international airport. The findings suggest that customers can assume six roles in an SST encounter which can be viewed as either positive or negative in terms of value creation. Therefore, a key contribution of this paper is the development of a role-experience continuum which depicts the variations in customer experiences of value creation in a tourism context.
DOI
https://doi.org/10.1080/10548408.2016.1156612
Recommended Citation
Lawlor, J., Kelly, P. and Mulvey, M. (2016) Customer Roles in Self-Service Technology Encounters in a Tourism Context. Journal of Travel & Tourism Marketing, April 2016.(Online). doi:10.1080/10548408.2016.1156612
Publication Details
Article published online in the Journal of Travel & Tourism Marketing, April 2016.
DOI:10.1080/10548408.2016.1156612