University of Surrey

Test tubes in the lab Research in the ATI Dance Research

Value co-creation in sustainable tourism: A service-dominant logic approach

Font, Xavier, English, Rosa, Gkritzali, Alkmini and Tian, Wen (Stella) (2021) Value co-creation in sustainable tourism: A service-dominant logic approach TOURISM MANAGEMENT, 82, 104200.

[img] Text
JTMA-D-19-00877.R2 manuscript repository copy.docx - Accepted version Manuscript
Restricted to Repository staff only until 13 August 2022.

Download (537kB)


To mainstream sustainability, we need to understand the value gained from sustainability by users. We apply a user-centred design methodology to develop an agile, iterative, incremental and reflexive process to understand the sustainability value proposition for Lufthansa City Center travel agents. We analyse the failure of sustainability communications within the online platforms used by these agents and explore why the agents factor out sustainability information during the customer sales process. We identify how agents and customers understand sustainability, and we explore opportunities to co-create sustainability value. Furthermore, we prototype, and then test, methods of empowering travel agents to communicate sustainability to their customers as a value-adding proposition.

Item Type: Article
Divisions : Faculty of Arts and Social Sciences > School of Hospitality and Tourism Management
Authors :
English, Rosa
Tian, Wen (Stella)
Date : February 2021
DOI : 10.1016/j.tourman.2020.104200
Copyright Disclaimer : © 2020 Elsevier Ltd. All rights reserved.
Uncontrolled Keywords : User-centred design; Value co-creation; Value in use; Sustainability; Customers; Distribution channels
Depositing User : Diane Maxfield
Date Deposited : 07 Oct 2020 12:54
Last Modified : 07 Oct 2020 12:54

Actions (login required)

View Item View Item


Downloads per month over past year

Information about this web site

© The University of Surrey, Guildford, Surrey, GU2 7XH, United Kingdom.
+44 (0)1483 300800