Customer experience management in B2B tourism
Service business ecosystems
Bibliographic Data
| ID | 21699082 |
|---|---|
| Authors | Guillermo Bermúdez-González (0000-0002-2611-2583, Universidad de Málaga, corresponding author), J Ruiz-Alba (0000-0003-3700-6505, Universidad de Málaga), José L Ruiz-Alba (Universidad de Málaga), Pablo J López-Tenorio (0000-0003-4601-0733, UNIE University), Maria Jose Quero-Gervilla (Universidad de Málaga) |
| Year | 2025 |
| Pages | 1-18 |
| Publication date | 2025-08-13 |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Current Issues in Tourism (JOURNAL) |
| Journal identifiers | ISSN: 1368-3500 • E-ISSN: 1747-7603 |
| Publisher | Informa UK Limited (PUBLISHER • GB) |
| DOI | 10.1080/13683500.2025.2542966 |
| OpenAlex | W4413150147 |
| Language | EN |
| References cited | 72 |
This study offers a novel contribution by incorporating the concept of auxiliary service providers (ASPs) into the sharing economy business ecosystem to enhance customer experience management (CXM). The research aims to identify key conditions that facilitate CXM and explore the causal configurations that lead to value co-creation in short-term rentals. A mixed-method approach was employed, combining a focus group, in-depth interviews, and a survey with Airbnb hosts. Data from the survey were analysed using fuzzy-set qualitative comparative analysis (fsQCA). The results reveal that prior knowledge of customer expectations is a necessary condition for effective CXM, and two distinct combinations of conditions can lead to success. These findings underscore the role of ASPs in enhancing professionalism through value co-creation and improved service delivery. The study extends Kumar et al.’s (2018) platform model and contributes to the literature on service ecosystems and collaborative experience design in the sharing economy
Business · Business ecosystem · Customer advocacy · Customer service · Geography · Knowledge management · Process management · Service quality · Tourism · Computer Science · Consumer Behavior in Brand Consumption and Identification · Digital Marketing and Social Media · Service and Product Innovation · Marketing
Redesigning Social Inquiry
Progress on Airbnb
Value co-creation and co-destruction in the Airbnb sharing economy
Applying complexity theory to deepen service dominant logic
Understanding Customer Experience Throughout the Customer Journey
Service-dominant logic 2025
Technological disruptions in services
How to Sustain the Customer Experience
Customer Experience Creation
Co-creation experiences
Factors determining the disruption from sharing economy
The importance of co-creation experience
A Configurational Analysis of the Causes of Consumer Indirect Misbehaviors in Access-Based Consumption
Consumers’ value co-creation in sharing economy
Word of mouth and digitalization in small retailers
Online post-purchase customer experience
Different approaches to analyzing e-government adoption during the Covid-19 pandemic
Complaining practices on social media in tourism
Towards a structural model of the tourist experience
The Airbnb paradox
Covid19 and Airbnb – Disrupting the Disruptor
Standards of Good Practice in Qualitative Comparative Analysis (QCA) and Fuzzy-Sets
| Highly cited | No |
|---|