%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 }