酒店住宿体验中的价值共创机制研究

旅游科学 ›› 2024, Vol. 38 ›› Issue (5): 96-110.

• • 上一篇

酒店住宿体验中的价值共创机制研究

王志文^1,2, 张小妮³

1.东北财经大学旅游与酒店管理学院, 辽宁大连 116025;
2.桂林理工大学旅游与风景园林学院, 广西桂林 541004;
3.济宁市技师学院商贸文旅学院, 山东济宁 272100

收稿日期:2023-09-27 修回日期:2024-05-01 出版日期:2024-05-30 发布日期:2024-06-11
作者简介:王志文（1980—）,男,东北财经大学旅游与酒店管理学院博士生,桂林理工大学旅游与风景园林学院副教授,研究方向为旅游体验和价值共创,E-mail：WangZhiwen@glut.edu.cn。张小妮（1982—）,女,济宁市技师学院商贸文旅学院高级讲师,研究方向为酒店价值共创,E-mail：zxn9210@163.com。
基金资助:
国家自然科学基金项目“旅游场中的仪式：地方性视角的西藏民族文化旅游体验研究”（41771165）; 国家自然科学基金项目“移动性视角下背包旅行者的时空差异及其作用机制”（42071177）; 广西民族旅游研究中心开放基金资助项目“旅游地族群集体记忆建构研究”（MZLY08）

Exploring Value Co-creation Mechanisms in Hospitality Accommodation Experiences

WANG Zhiwen^1,2, ZHANG Xiaoni³

1. School of Tourism and Hotel Management, Dongbei University of Finance and Economics, Dalian 116025, China;
2. School of Tourism and Landscape Architecture, Guilin University of Technology, Guilin 541004, China;
3. Commerce, Culture and Tourism Department, Jining Technician College, Jining 272100, China

Received:2023-09-27 Revised:2024-05-01 Online:2024-05-30 Published:2024-06-11

摘要/Abstract

摘要： 新一代信息技术革命和体验经济来临,酒店服务围绕着价值共创理念开始更新,但实践中取得的价值共创效果并未达到预期。其根本原因在于对酒店环境下住宿体验价值共创的目标尚不清晰,对共创活动的推进过程和必要条件研究不足。鉴于此,文章以顾客体验为分析单位透视互动共创的住宿系统,通过扎根理论方法揭示价值共创机制。研究发现：（1）酒店住宿中的共创价值不局限于顾客中心,而是由顾客向外围扩散,形成由个体价值、关系价值和情境价值组成的价值体系;（2）共创价值的产生一般经过体验前的期待有形、体验中的互动响应和体验后的体验分享阶段;（3）有形性、响应度和分享力在各阶段的价值共创中起着关键作用。文章规避了对价值共创理论的直接跨领域移植,立足酒店住宿情境的独特性和具体性生成价值共创模型,有望推进相关理论认识,并为酒店共创实践提供启发。

关键词: 住宿体验, 价值共创, 共创机制, 住宿价值, 扎根理论

Abstract: In the awakening of the new generation information technology revolution and the rise of the experience economy, the theory of value co-creation (VCC) in hospitality services is undergoing significant evolution. However, the practical realization of VCC has often fallen short of expectations. This disparity can be attributed to a lack of clarity regarding the objectives of VCC within the context of hospitality lodging experiences, as well as inadequate research into the processes and prerequisites essential for effective co-creation activities. To address this, the study took customer experience as the analytical unit to examine the interactive co-creation within the accommodation system, and uncovered the mechanisms of VCC through grounded theory. The study reveals that: (1) The scope of co-creation value in hospitality extends beyond customers, culminating in a value system encompassing individual value, relational value, and contextual value. (2) The generation of co-creation value typically progresses through stages involving the tangibilization of pre-experience expectations, interactive responses during the experience, and post-experience sharing. (3) Tangibility, responsiveness, and shareness play pivotal roles in value co-creation at each stage. The research refrains from directly transplanting VCC theory across disciplines, instead grounding itself in the unique and specific context of the hospitality industry to formulate a VCC model. This model holds the potential to enhance theoretical comprehension and ignite co-creation practices within the hospitality sector.

Key words: accommodation experience, value co-creation, co-create mechanisms, accommodation value, grounded theory

中图分类号:

F719.0

王志文, 张小妮. 酒店住宿体验中的价值共创机制研究[J]. 旅游科学, 2024, 38(5): 96-110.

WANG Zhiwen, ZHANG Xiaoni. Exploring Value Co-creation Mechanisms in Hospitality Accommodation Experiences[J]. TOURISM SCIENCE, 2024, 38(5): 96-110.

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酒店住宿体验中的价值共创机制研究

Exploring Value Co-creation Mechanisms in Hospitality Accommodation Experiences

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