Hoteliers’ service design for mobile-based value co-creation

Sut Ieng Lei, Dan Wang, Rob Law

Research output: Journal article publicationJournal articleAcademic researchpeer-review

17 Citations (Scopus)


Purpose: This study aims to investigate how hoteliers leverage mobile technologies to shape services that allow customers to create their own unique and personalized experiences. Design/methodology/approach: Guided by service-dominant logic and sociomateriality, this study analyzes hoteliers’ reasoning behind the design of mobile-based services through qualitative research. Data were collected from interviews with hotel managers representing best-practice companies in the industry. Findings: The findings provide a rich description of mobile-based value co-creation in the hotel context. They delineate hoteliers’ understanding of mobile technologies as a means to co-create value, their strategic considerations and the forms in which value is expected to be co-created. Research limitations/implications: This study unearths the new roles of hoteliers, unique forms of value co-creation and their underlying structures in the specific context of mobile-based value co-creation. Practical implications based on industry best practices are provided for hospitality companies seeking to innovate by co-creating value with customers using mobile technologies. Originality/value: This research paper contributes to the hospitality literature on IT-enabled service innovation and value co-creation by comprehensively explaining the underlying structure and design of co-created experiences facilitated by mobile-based services.

Original languageEnglish
Pages (from-to)4338-4356
Number of pages19
JournalInternational Journal of Contemporary Hospitality Management
Issue number11
Publication statusPublished - 11 Nov 2019


  • Hospitality
  • Hotel
  • Mobile-based service
  • Service design
  • Value co-creation

ASJC Scopus subject areas

  • Tourism, Leisure and Hospitality Management

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