Value co-destruction in hotel services : exploring the misalignment of cognitive scripts among customers and providers
Henna Järvi, Joona Keränen, Paavo Ritala, Jyri Vilko
| Year of publication: |
2020
|
|---|---|
| Authors: | Järvi, Henna ; Keränen, Joona ; Ritala, Paavo ; Vilko, Jyri |
| Published in: |
Tourism management : research, policies, practice. - Amsterdam [u.a.] : Elsevier Science, ISSN 0261-5177, ZDB-ID 802245-8. - Vol. 77.2020, p. 1-13
|
| Subject: | Value co-creation | Value co-destruction | Service experience | Hotel | Tourism | Script theory | Hotellerie | Hotel industry | Betriebliche Wertschöpfung | Value creation | Dienstleistungsqualität | Service quality | Kundenwert | Customer value | Kundenintegration | Customer integration | Dienstleistungsmanagement | Service management | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.tourman.2019.104030 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012152098