Balancing innovation and inclusion: understanding value co-creation and destruction in senior digital tourism

Understanding value creation processes between actors in business-to-business (B2B) settings is crucial (Lindgreen and Wynstra 2005). To that end, service-dominant logic (SDL) proposes that value co-creation is derived from interactions between service systems (e.g. customers, distributors, suppliers, etc.) (Vargo et al. 2008; Lusch and Vargo 2006). These interactions may occur and be studied not only at the dyadic but also at the network level (Cova and Salle 2008; Vargo et al. 2008). At the same time, research has mainly focused on value co-creation, and left aside the possibility of value co-destruction, or the potential dynamics between value co-creation and value co-destruction (Ple and Chumpitaz-Caceres 2010). However, Zhu and Zolkiewski’s (2015) show that a domino effect is evident in the chain of upstream service provider to service recipients and their downstream customers in a business-to-business service setting. This chain of interaction shows the complexity of multiparty relationships (Andersson-Cederholm and Gyimothy 2010). It also indicates that value co-creation and value co-destruction may be contingent in the service network but does not explain how value co-creation and co-destruction processes may be intertwined in a B2B service network, while such knowledge is needed (Cova et al. 2011; Payne et al. 2008; Echeverri and Skalen, 2011; Lindgreen et al. 2012). This empirical study aims to contribute to this gap by investigating how the nature of interacting actors, their activities, and the mobilization of their resources in a network influence the dynamics between value co-creation and value co-destruction in B2B service networks. In order to gain a holistic understanding of the phenomenon, a case study has been used to collect qualitative data from suppliers–distributors–customers triads. Preliminary findings will be presented in the conference.

PurposeThis study aims to explain the value co-creation and co-destruction practices of older adults in an online community (OC).Design/methodology/approachAdopting practice theory and service-dominant logic as a theoretical perspective, this paper examined an OC of older adults by conducting an inductive thematic analysis of the interactions of the participants in the community.FindingsThe analysis revealed older adults engage with three value co-creation plus one value co-destruction practices in the OC including, communal coping practices, happiness creation practices, social capital generation practices and disparaging practices for older adults.Research limitations/implicationsIllustrated in a conceptual model, this study extends previous work evidencing OCs serve as a platform for value co-creation and value co-destruction activities in the context of older adults. Further, it suggests OCs facilitate resilience of older adults through value co-creation practices. Recognition of value co-destruction in OCs is critical as it is detrimental to the resilience of older adults. This study provides the needed foundation to advance knowledge on the use of OCs by older adults and suggests future research directions.Practical implicationsIdentifying co-creation and co-destruction practices of older adults in OCs enables service providers (e.g. caregivers) to engage better in online value co-creation practices. Further, the findings of this study address one of the main priorities of service science to investigate the impact of value co-creation on well-being.Originality/valueDespite the significant engagement of older adults in OCs, there is a lack of enough knowledge in the literature regarding value co-creation and co-destruction practices of older adults in OCs. This study addressed this gap by explaining how older adults co-create and co-destruct value in online spaces.

Value co-destruction refers to the fact that at least one party’s welfare decreases due to resource misuse in the process of value formation, which means that not only positive output but also negative or less-than-expected output will be co-produced during the interaction between actors. Therefore, it is necessary to carry out systematic research on this phenomenon of value co-destruction, which will contribute to a more comprehensive understanding of the interaction process of the value formation, and can be regarded as an important complement to the value co-creation research; from the perspective of practice, to explore the reasons and the process of value co-destruction will contribute to the prevention, identification, analysis and save of the value co-destruction of various forms, and be conducive to achieve value co-creation by pertinently motivating participants. The study of value co-destruction originates from the study of value co-creation because some scholars have discovered the phenomenon of value co-destruction while studying the value co-creation. But they have not paid much attention to this phenomenon. It is not until 2010 that some scholars formally put forward the concept and the definition of value co-destruction, which indicates the formal birth of this research field. Subsequently, a number of related studies emerge. The topics concerned include empirically testing of value co-destruction, discussing the definition and the classification of value co-destruction, and identifying the causes and the process of value co-destruction. In general, the value co-destruction study is in its infancy and thus research is mainly conceptual in nature. There are still some disputes about the definition of value co-destruction. Some scholars believe that the co-destruction only means negative output, but some others believe that it should also mean neutral and less-than-expected output. The concepts related to value co-destruction include value destruction, value diminution, and so on. The value destruction means that the welfare reduction only occurs on the person who is informed. In other words, it means that only one party’s value creation process is negatively affected. The meaning of value diminution is more extensive than value co-destruction, and it refers to a suboptimal output below the most ideal situation. We can classify the value co-destruction from multiple perspectives, such as the structure of participants, the output level caused by co-destruction, and the time sequence in interaction process. The causes of the value co-destruction are diverse, and different kinds of literature hold different views. In general, these causes can be summarized as lack of trust, unequal status, lack of resources and inadequate communication/coordination or incongruent practice elements, misuse of resources, unequal value perception and so on. The logical relationship between these causes constitutes the flow chart of the value co-destruction. There are many research opportunities in the field of value co-destruction, and the related research in the future can be carried out from the following aspects. Firstly, strengthening the empirical study on the value co-destruction, especially in Chinese context; secondly, studying the problem of value co-destruction from a more general perspective; thirdly, carrying out the exploratory study on the value co-destruction involving three or more participants; fourthly, continuing to study the result of value co-destruction because the meaning of welfare reduction is still not clear; fifthly, studying how to overcome the main causes of value co-destruction. The contributions of this paper are to build a comprehensive theoretical framework of value co-destruction process, and to use the science revolution theory to divide the development process of this field into three stages and to predict the possible characteristics of future research.

DIGItal health literacy after COVID-19 outbreak among frail and non-frail cardiology patients: the DIGI-COVID study

The paper aims to explain the understanding of tourist behavior that participates in realizing sustainable environmental tourism. Specifically, to analyze the relationship between variables of participation, human resource, value co-creation, value co-destruction and sustainable ecotourism. The study used survey approach. Population were local tourist and foreign tourist visited in 5 ecotourism villages in Indonesia such as: East Java, West Java, Central Java, DI Yogyakarta, and Bali during last 3 months. Questionnaires fulfilled by 425 respondents through hybrid: direct questionnaires and google forms in social media. Ecotourism villages selected by cluster random sampling. Data analysis used Partial Least Square (PLS) with Structural Equation Modelling (SEM) to test hypotheses. The results proved when participation increased, thus the value co-creation higher or increasing, but participation is not determining factor of value destruction. Human resources is determining factor in value co-creation as well as into value co destruction. Further the finding emphasize to decreasing value co-destruction into sustainable ecotourism, otherwise to increasing value co-creation. This study would be valuable asset for tourism to maintain ecotourism through involving tourists to participate at tourist destination, to drive the competence of human resources, to create the beneficial values and vice versa to mitigate value of destruction.

Las emociones autotrascendentes como locomotoras de la cocreación de valor en el turismo sostenible: Horizonte 2050ResumenPropósitoEste artículo explica el papel de las emociones autotrascendentes (STEs por sus siglas en inglés), tales como la compasión, la gratitud y la elevación, en el contexto del turismo sostenible. Además, propone una agenda de investigación para profundizar en el rol de estas emociones como facilitadoras de la cocreación de valor en el turismo sostenible.Diseño/metodología/enfoqueBasándose en la literatura sobre psicología de las STEs, comportamiento turístico sostenible y cocreación de valor, este artículo señala los posibles avances y retos asociados a las STEs en el ámbito del turismo sostenible, siguiendo el enfoque de la lógica dominante del servicio (S-D).ResultadosEs probable que las STEs tengan un profundo impacto en el turismo sostenible, lo que conducirá a la cocreación de valor y atenuara el riesgo de la codestrucción de valor y la no creación de valor. Las STEs pueden facilitar la cocreación de valor desplazando la atención de los agentes desde su propio yo hacia los demás en el ecosistema turístico; desplazando la atención de las motivaciones extrínsecas a las intrínsecas; y aumentando los valores morales. Adicionalmente, se espera que las STEs sean contiguas y recíprocas, fomentando la cocreación de valor en las prácticas de turismo sostenible. Sin embargo, unos niveles extremos de STEs pueden conducir a la codestrucción de valor y a la no creación de valor.OriginalidadNuestro artículo destaca el rol de las STEs como facilitadoras de la cocreación de valor en el turismo sostenible, una faceta que no ha sido explorada en la literatura existente. Es necesario seguir investigando en diferentes contextos como el turismo transformativo y regenerativo; las crisis y los fracasos sociales o individuales; y las aplicaciones de tecnologías como el Metaverso y la inteligencia artificial.

To investigate the digital literacy of staff in London, UK, community pharmacies and to explore their perceptions about the use of eHealth tools. The study population was community pharmacy staff (N = 21,346) in Greater London. A survey tool was divided into six sections: Use of the internet; Use of social media; Use of mobile health applications (MHAs); Perception of and practical use of digital health tools; Scenario-based questions and demographics. Responses were analysed in SPSS. Following data collection, Health Education England's (HEE's) Digital Capabilities Framework (DCF) was published. The authors mapped the survey tool retrospectively to the framework. Almost all respondents (98.0%, n = 551/562) used eHealth tools at work, mainly to access medicine information (89.8%, n = 495/551). Almost one-third (31.7%, N = 178/562) used social media regularly, while many (79.4%, N = 446/562) were aware of MHAs. Self-perceived digital literacy indicated that 63.3% (n = 356/562) deemed themselves to be above average. Under 35s rated their digital literacy more highly than over 35s (P < 0.001). HEE's DCF indicated that actual digital literacy was lower than that of self-perceived. Despite the high use of eHealth tools, respondents were reluctant to recommend these to the public for health advice. Community pharmacy staff self-report their digital literacy to be high yet do not use these skills for public health purposes. Furthermore, these self-reported skills appear to be over-estimated. Despite high levels of use of digital tools at work, staff do not use them for public health, therefore, further training to build confidence to better utilise them is recommended.

As service functions based on automated technologies become more prevalent there is an increased likelihood that the way in which value is co-created and co-destructed is changing (Karteemo and Helkkukla 2018; Paschen et al. 2019; Van Esch et al. 2019). Vargo et al. (2017) assert that there is an imperative need to study fast, technology induced changes in service eco-systems. These technology induced changes along with their impact on customers’ experience of value co-creation and value co-destruction are the central phenomenon of this research. Specifically, the research presented in this study explores how (and if) customers’ experience value co-creation when interacting with brands’ automated technology in service-based value networks. The two proposed research questions are as follows: (1) How do customers perceive the impact of automated technology (chatbots) on value co-creation and value co-destruction? (2) What are the characteristics of chatbots that influence customers experience of value co-creation or value co-destruction? In doing so, this paper reveals a more accurate understanding of how novel automated technologies shape the dynamics of value co-creation and value co-destruction.A qualitative approach using exploratory interviews for data collection was chosen for this paper. Research on value co-creation and technology has predominantly adopted a quantitative survey-based approach to data collection (Balaji and Roy 2017; Zhang 2016; Khotamaki and Rajala 2016; See-To and Ho 2014). This paper offers an alternative approach seeking rich data about an under researched area. In addition, the findings of this paper provide the platform for a future quantitative study. The overall aim of the interviews was to achieve an in-depth understanding on customers’ interactional experiences with brands or service providers’ automated technology, while highlighting the characteristics of these automated technologies which co-create or co-destruct value for the customer during the service encounterA total of six themes were revealed from the exploratory interviews. These included, instantaneous support (i.e., social presence), informational benefits (i.e., information quality), personalisation, perceived control, consistency and understanding (i.e., comprehension of the service -related issue) and irreplaceability of humans (i.e., empathy). The findings of the current study indicate that customers may experience both value co-creation and value co-destruction when interacting with firms’ chatbots for service delivery depending on the characteristics of the chatbots. The current study is the first to explore both value co-creating and value co-destructing potentials of automated technology in value-based service networks. In addition, these emergent themes offer a differing perspective from the existing literature, thus, providing the scope to examine the identified themes in a wider quantitative study. Moreover, the study offers practitioners an understanding of the characteristics they need to pay attention to when implementing chatbots for service delivery. Doing so will increase the possibility of value co-creation for the customer during the service encounter, as well as enhance the customer experience which in turn could yield better customer brand engagement.KeywordsValue co-creationValue co-destructionAutomated technologyArtificial intelligence

Digital financial literacy has become an essential factor in managing personal finances, especially with the growing use of digital financial tools among students. This study examines how digital financial literacy impacts the use of digital tools like GCash, PayMaya, and PayPal among college students. The sample consisted of 372 students from selected higher education institutions (HEIs) in Calapan City, Oriental Mindoro, Philippines. A multi-stage sampling technique was applied, incorporating stratified random sampling for proportional representation across HEIs and purposive sampling to focus on students with exposure to digital financial tools. The analysis revealed a significant correlation between digital financial literacy and responsible financial behaviors, such as controlled spending and regular saving. Students with higher literacy levels were found to be more skilled in utilizing digital financial tools for effective financial management. The study emphasizes the need for digital financial literacy programs to bridge existing gaps and enhance students’ financial behavior. It recommends incorporating digital financial literacy into HEI curricula and offering workshops to improve students’ financial management skills with digital financial tools.

PurposeIn the research, posts that tourists accommodated in the hotels during COVID-19 pandemic shared on TripAdvisor website about pandemic measures taken by establishments, have been analyzed within the context of value cocreation and codestruction. In addition, the study also aims to evaluate effects of posts by tourists on scores they give to the hotel, perceiving the hotel as safe, recommending and their intention to revisits.Design/methodology/approachIn total, 1,119 reviews over TripAdvisor about 109 hotel establishments, which have safe hotel management certificate in Alanya, were examined, and they were coded in SPSS program with binary coding for positive and negative situations separately. For the analysis of associations between reviews about pandemic measures and the scores that tourists give to the hotel and their behavioral intentions, multiple linear regression analyses with dummy variables and Chi-square tests were utilized.FindingsThe study revealed that perceptions of tourists about pandemic measures have a significant effect on the scores they give to hotels, and this effect is asymmetrical in positive and negative situations. Negative perceptions cause much greater impact in terms of value codestruction than positive ones within the context of hotel evaluation and value cocreation. It has been observed that behavioral intentions of the tourist are formed and differentiated according to the characteristics of reviews.Research limitations/implicationsApart from contributions to the theory and managerial implications, this study has some limitations. The biggest limitation of the research is that both value cocreation and codestruction are evaluated from the perspective of tourists. On the other hand, touristic service producers and suppliers are the one of the most important components in value cocreation and codestruction. Therefore, it is important to examine the value cocreation and codestruction initiatives of touristic service producers and suppliers in future research studies in order to offer a holistic perspective to the pandemic process. In this context, it is important to examine the pandemic measures implemented by food beverages, tour operators, travel agencies, car rentals, entertainment business and so on in future research. In addition, responsibilities of employees and customers, which are important components in the management of the pandemic process, should be evaluated in future research studies.Practical implicationsIn the research, it has been established that tourists perform value cocreation and codestruction through their posts. In tourism establishments, formation of attitudes and behaviors of tourists for value creation on social communicational networks is possible through detection, amelioration and/or removal of factors causing value codestruction. Therefore, it is obvious that if hotel establishments concentrate on initiations about pandemic measures and compliance to measures, value cocreation attitudes and behaviors of tourists on social communicational networks will thus improve. Value cocreation attitudes and behaviors of tourists on social communicational networks are likely to have a function as an important strategical tool for supporting competitiveness and survival of the accommodation establishments.Originality/valueThe number of studies analyzing how value cocreation and codestruction occur on social communicational networks and the effects of these processes upon behavioral intentions of tourists is limited. With this aspect, this study is considered to fill this gap in tourism literature.

The concept of value co-creation (VCC) is central to service-dominant logic (SDL) and forms its second axiom, namely that “Value is cocreated by multiple actors, always including the beneficiary” (Vargo &amp; Lusch, 2016, p.8). In parallel with the evolution of VCC in SDL, the term “value co-destruction” (VCD) has also emerged within the services and marketing literature (Echeverri &amp; Skålén, 2011; Plé &amp; Cáceres, 2010). Value co-destruction is pitched as a reverse concept to VCC—another side of the same coin (Plé, 2017)—capturing how interactions, practices, and resource integrations between actors might have negative impacts on value formation. Research on VCD has both expanded and fragmented (Echeverri &amp; Skålén, 2021), but the concept has not been subject to the same scrutiny as VCC. In this article, we question the logic underpinning VCD conceptualization and problematize its use. We articulate three specific problems: first, the need to view VCC as a normative statement; second, a logical flaw in how VCD captures negative outcomes; and third, an issue with the “co” in co-destruction. We offer two solutions for researchers in this area: first, given that VCC is representative of a metatheory, we present mid-range theories as providing opportunities for exploring the role of valence in interactive service experiences; second, we identify literature that presents a continuum of contrasting negative and positive value outcomes.

Purpose This paper aims to explore how unreflective and reflective value experience emerges in value co-creation and co-destruction practices in a consumer context. Design/methodology/approach This paper presents a Heideggerian phenomenological heuristic consisting of three interrelated modes of engagement, which is used for interpretive sense-making in a dynamic and lively case context of amateur-level football (soccer) played on artificial grass. Based on a qualitative study using ethnographic techniques, this study examines the whats and the hows of value experience by individuals playing football at different qualities and in varying conditions across 25 Dutch football teams. Findings The findings reveal three interrelated yet distinct modalities of experience in value co-creation and co-destruction presented in a continuum of triplex spaces of unreflective and reflective value experience. The first is a joyful flow of unreflective value experience in emergent and undisrupted value co-creation practice with no potential for value co-destruction. Second, a semireflective value experience caused by interruptions in value co-creation has a higher potential for value co-destruction. Third, a fully reflective value experience through a completely interrupted value co-creation practice results in high-value co-destruction. Research limitations/implications This research contributes to the literature on the microfoundations of value experience and value creation by proposing a conceptual relationship between unreflective/reflective value experience and value co-creation and co-destruction mediated through interruptions in consumer usage situations. Practical implications This study’s novel perspective on this relationship offers practitioners a useful vantage point on understanding how enhanced value experience comes about in value co-creation practice and how this is linked to value co-destruction when interruptions occur. These insights help bolster alignment and prevent misalignment in resource integration and foster service strategies, designs and innovations to better influence consumer experience in journeys. Originality/value This study deploys an integral view of how consumer value experience manifests in value co-creation and co-destruction that offers conceptual, methodological and practical clarity.

This article critically reflects on the digitalisation of local housing energy systems. It looks at two Netherlands‐based cases and their implementation, combined with the use of digital tools. From a socio‐technical angle, it is crucial to provide energy‐consumption dashboards with a two‐fold feedback loop for residents about their energy consumption. That enables users to make informed decisions and behavioural adjustments in daily energy usage. By proposing a framework, the article introduces two new analytical categories: digital literacy and co‐creation applied to the use of interactive digital tools. The aim is to unpack new challenges of the digitalisation process and the use of dashboards in relation to the two analytical categories. To do so, the article compares two different configurations of local socio‐spatial contexts. The analysis draws upon an archive of correspondence, official documents, survey results, participant observations, multiple rounds of group interviews from the funded projects, and new in‐depth expert interviews. The results reveal that inhabitants should accept the underlying technology that revolves around decentralised energy systems and be willing to pay their share of the investment costs. Furthermore, the authors discuss the reach of digital literacy and co‐creation as emerging urban planning dilemmas. The empirical evidence is that the scale of implementation, the type of engagement with residents (tenants vs. owners vs. communities), the degree of digital literacy, and the opportunities for co‐creation activities are essential features for a more inclusive digitalisation outcome.

The article highlights the practical aspects of preparing students in pedagogical specializations for scientific research. A key component of preparing students majoring in Secondary Education (Informatics) (specialty 014.09) for working with research data is identified as the development of skills for the autonomous and responsible use of modern digital tools for data collection, processing, and visualization. The work outlines issues related to the practical training of future informatics teachers in applying digital technologies and services for working with educational data. The article discusses pathways for implementing project-oriented learning as part of the broader strategy of preparing students for writing their bachelor's thesis. It describes the experience of organizing research activities for students specializing in Secondary Education (Informatics) (specialty 014.09) in the format of team projects within the course "Data Analysis and Visualization." The article explains the concept of open data services, identifies their characteristics, and examines their usage. Examples of services that include open educational data sets and can be used to prepare students in the Secondary Education (Informatics) major for practical work with data obtained in educational research are provided. The applied aspects of using open data services such as Kaggle and the UC Irvine Machine Learning Repository for obtaining and processing educational data are analysed. It is determined that working with open data services not only enhances students' analytical skills but also fosters professional engagement and critical thinking skills. The article also emphasizes the use of digital tools and technologies in the educational process to improve students' digital literacy and their readiness for research activities.

The research frontier of Service-Dominant logic has elicited the etymological debate on the phenomenological nature of value. To date, the literature has shown a biased and myopic view of value co-creation as an outcome of service interaction. Leading journals have given prominent space to value co-creation. Still, value co-destruction is yet least explored though it is also a realistic view of a service interaction. Value co-creation manifests the wellness of actors, but not all service interactions result in positive outcomes causing value co-destruction. The researchers have started the debate on value co-destruction relating to its conceptual description; still, the literature is fragmented. This article is a systematic literature review that explores the epistemological, theoretical, and contextual understanding of value co-destruction to synthesize fragmented literature from 2010 to date. This article provides an overview of value co-destruction seminal work, theoretical underpinnings, leading antecedents, and coping strategies in particular contexts. The systematic selection of literature affirms value co-destruction as a decline in the wellbeing of actors during service exchange due to the misalignment of actors’ resources and a mirror image of value co-creation. This article offers co-existence, the role of context, contextual antecedents, the temporal nature of co-destruction, and exclusively the ISPAR model as theoretical support for value co-destruction as future research directions.