Browsing by Author "Freire, Roberta Rocha"
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- Examining customer behaviour and motivations for value co-destruction in tourism through the empowerment of mobile technologyPublication . Freire, Roberta Rocha; Veríssimo, JoséUnderstanding how the value of a tourism offer is co-destroyed instead of co-created can assist tourism players in better serving customers and mitigating customer misbehaviour. The widespread use of mobile technology significantly influences the tourism experience by empowering customers and enabling real-time interactions. Accordingly, the purpose of this doctoral dissertation is to investigate the customer value co-destruction behaviour and motivations facilitated by mobile technology in the tourism industry. To reach this goal, a series of studies were conducted, focusing on three main themes. First, an analysis on the status of the co-creation/co-destruction literature development inside the tourism industry revealed that co-destruction is still an uncharted territory in the tourism research field and the mobile technologies plays a relevant part on this industry cocreation process. Conducting a mapping analysis, this study gained an in-depth understanding of the intellectual structure surrounding our primary subjects, affirming the significance of mobile technologies in the value co-creation/co-destruction process within tourism. The subsequent study focused on exploring customer perceptions of their negative reviews and online comments, which are regarded as additional instances of customer-tocustomer (C2C) co-destruction interactions. It resulted from 17 semi-structured interviews. Among others, these study’s findings suggest that customers tend to carry out their customer-to-customer co-destruction interaction after the experience. Nevertheless, if an alternative solution is contemplated or feelings of frustration or neglect are detected, this pattern can be disrupted. The third study aimed to identify the causal conditions that trigger real-time customer-to-customer (C2C) co-destruction in tourism. Employing a fuzzy-set qualitative comparative analysis (fsQCA) supplemented by Necessary Conditions Analysis (NCA), it revealed three distinct pathways to real-time C2C co-destruction interactions and one path leading to a negative outcome. Additionally, it was found that no single causal condition is essential to prompt customers to engage in real-time C2C co-destruction. However, the absence of bad interpersonal communication behaviour emerged as a necessary condition for non-real-time C2C co-destruction initiated by customers. Employing a Pragmatic approach alongside a Socioeconomic Constructivism philosophical perspective, this dissertation utilized an abductive technique and a blend of methodological strategies to enhance interpretations of a phenomenon. The ServiceDominant Logic was selected as the theoretical framework due to its extensive application in tourism studies, offering a comprehensive understanding of service ecosystems and resource integration, particularly in the context of Web 2.0.
- Mapping co-creation and co-destruction in tourism : a bibliographic coupling analysisPublication . Freire, Roberta Rocha; Veríssimo, José ManuelThis study carries out a mapping analysis of published research on the topics of value co-creation and co-destruction in tourism, based on a review of 268 articles from 80 journals listed in the Web of Science database, published between 2011 and 2019. A bibliographic coupling method using VOSViewer application was carried out. The analysis suggests four distinct streams of research, including: (1) the intertwined relationship between information and communication technologies and destination management in improving customers’ experience, (2) cocreation from a social perspective, (3) customer satisfaction and loyalty and, (4) co-creation experience in the sharing economy. The findings also show that co-destruction research in tourism is a topic that is still very much in the early stages.