This paper focuses on the development of a mobile service as extension of travel agencies' sales channels, fundamentally driven by the notion of value co-creation. Design goals are directly linked to the understanding of travel counselling as practical value co-creation and to the concern to progress this understanding throughout the travel customer cycle. Customers as well as travel agencies benefit from a mobile service rooted in value co-creation. Mobile service applications which target a service provision which furthermore is in line with the core competency of a travel agency (advice-giving and continuously accompany the customer) are scarce. Taking this as a starting point, we propose a mobile service and system design which provides a travel customer with continuing support on the trip, suitable to complement a lively, ongoing customer-firm interaction which enables the co-creation of value, ultimately targeting increased customer retention and loyalty.
%0 Journal Article
%1 citeulike:12315487
%A Schmidt-Rauch, Susanne
%A Schwabe, Gerhard
%B Electronic Markets
%D 2013
%I Springer-Verlag
%K co-creation, customer, mobile, service, support, travel, value
%P 1--13
%R 10.1007/s12525-013-0124-8
%T Designing for mobile value co-creation—the case of travel counselling
%U http://dx.doi.org/10.1007/s12525-013-0124-8
%X This paper focuses on the development of a mobile service as extension of travel agencies' sales channels, fundamentally driven by the notion of value co-creation. Design goals are directly linked to the understanding of travel counselling as practical value co-creation and to the concern to progress this understanding throughout the travel customer cycle. Customers as well as travel agencies benefit from a mobile service rooted in value co-creation. Mobile service applications which target a service provision which furthermore is in line with the core competency of a travel agency (advice-giving and continuously accompany the customer) are scarce. Taking this as a starting point, we propose a mobile service and system design which provides a travel customer with continuing support on the trip, suitable to complement a lively, ongoing customer-firm interaction which enables the co-creation of value, ultimately targeting increased customer retention and loyalty.
@article{citeulike:12315487,
abstract = {{This paper focuses on the development of a mobile service as extension of travel agencies' sales channels, fundamentally driven by the notion of value co-creation. Design goals are directly linked to the understanding of travel counselling as practical value co-creation and to the concern to progress this understanding throughout the travel customer cycle. Customers as well as travel agencies benefit from a mobile service rooted in value co-creation. Mobile service applications which target a service provision which furthermore is in line with the core competency of a travel agency (advice-giving and continuously accompany the customer) are scarce. Taking this as a starting point, we propose a mobile service and system design which provides a travel customer with continuing support on the trip, suitable to complement a lively, ongoing customer-firm interaction which enables the co-creation of value, ultimately targeting increased customer retention and loyalty.}},
added-at = {2013-05-02T12:25:35.000+0200},
author = {Schmidt-Rauch, Susanne and Schwabe, Gerhard},
biburl = {https://www.bibsonomy.org/bibtex/295d913a501a93e1c15ecad10aa392147/em_journal},
booktitle = {Electronic Markets},
citeulike-article-id = {12315487},
citeulike-linkout-0 = {http://dx.doi.org/10.1007/s12525-013-0124-8},
citeulike-linkout-1 = {http://link.springer.com/article/10.1007/s12525-013-0124-8},
doi = {10.1007/s12525-013-0124-8},
interhash = {8398fd0a3bcd43a13c0af94b2206d966},
intrahash = {95d913a501a93e1c15ecad10aa392147},
keywords = {co-creation, customer, mobile, service, support, travel, value},
pages = {1--13},
posted-at = {2013-05-02 10:55:49},
priority = {2},
publisher = {Springer-Verlag},
timestamp = {2013-05-02T12:25:38.000+0200},
title = {{Designing for mobile value co-creation—the case of travel counselling}},
url = {http://dx.doi.org/10.1007/s12525-013-0124-8},
year = 2013
}