Value co-creation in e-services: The case of websites

The objective of the research was to propose a conceptual model with the integration of the Technology Acceptance Model (TAM), Dynamic Capabilities Theory, and the Contingency Theory, and with the review and analysis of the topics e-Service Quality (e-SQ), e-Relationship Quality, e-Trust, e-Satisfaction, Disruptive Factors, Technology Platform, Customer Involvement and Interaction, Value Co-Creation and Continuous e-Loyalty. E-service is strategically used to create brand value. E-commerce will strongly depend on trust. Therefore, online companies must make and maintain a loyal customer base. The face-to-face pre-purchase research, post-purchase feedback, website, and social media technologies have changed e-commerce into more social commerce. The imposition of accelerated technology, consumer interaction, and the fierce COVID-19 pandemic are the factors that most influence value co-creation. The current crisis and new challenges affect the quality of relationships, consumer loyalty, and value co-creation. © International Association for Computer Information Systems. All Rights Reserved.

Lessons Learnt and Policy Implications from Implementing the POWERPOOR Approach to Alleviate Energy Poverty

Energy poverty is a multifaceted phenomenon that affects many Europeans. Alleviating energy poverty is high in the EU, national, and local policy agendas. Despite the attention the phenomenon has been gaining from a policy perspective, especially after the current energy crisis, there are still some gaps due to the complexity of the issue and its vastly different manifestations across Europe. This manuscript presents the policy implications stemming from the implementation of the POWEPROOR approach in alleviating energy poverty in eight European countries, as co-created with relevant stakeholders in each country. The knowledge gained from empowering energy-poor citizens by promoting behavioural changes and small-scale energy efficiency interventions, as well as by encouraging the uptake of renewable energy sources in the form of collective energy initiatives while leveraging innovative financing schemes, resulted in policy recommendations for national and sub-national governments and lessons for civil society and the private sector.

Managing Emergencies Through Resilience: The Case of Turin Smart City

The study explores the enabling factors of resilience as a key lever to address complexity, challenge technological evolution and foster growth in urban contexts. The goal is to explore the determinants of resilience to understand how smart cities can seize opportunities for innovation starting from disruptive event through the right combination of technology, human and social capital. Resilient smart cities can challenge environmental changes and develop proactive behaviors that encourage the attainment of social, economic and environmental well-being. Therefore, being resilient entails the redefinition of orientation, business models, technology and resource allocation to turn a crisis (such as Covid-19 pandemic) into an opportunity for development. Given the need to clarify the key determinants of resilience in contemporary cities, this article aims at exploring: (1) the main drivers for resilience to challenge a crisis;(2) how the drivers o resilience can be activated and combined to create opportunities for innovation. The empirical research is based on a content analysis that explores the case study of the Italian smart city of Turin. The results allow the identification of the determinants of resilience according to an exploratory approach, in which the smart projects and the set of technologies, resources and institutions exchanged and co-developed by Turin smart city are classified to obtain some enabling dimensions for resilience. © The Editor(s) (if applicable) and The Author(s), under exclusive license to Springer Nature Switzerland AG 2022.

Consumer Habits of Domestic Tourists in Croatia: Motivation, Behavioural Intentions and Cocreation of Tourist Experience

The economy of the Republic of Croatia is dependent on the tourism industry. The current crisis in the global tourism market, caused by the Covid 19 pandemic, has highlighted the impor-tance of the domestic market for the survival of tourism and the Croatian economy as a whole. Therefore, the purpose of this paper is to determine the consumer habits of domestic tourists, fo-cusing on the characteristics of travel, motivation and behavioural intentions and co-creation of the tourist experience to better understand the behaviour of tourists. The paper is based on an empirical study conducted on a sample of domestic tourists. The research results show that the majority of tourists organize their own travel and that the main source of information for them is the Internet. The most common reasons for traveling are rest and relaxation, fun and new experiences. Using cluster analysis, three segments of domestic tourists were identified (Youth, Couples and Families with Children), and differences were found among them in terms of travel characteristics, travel motivation, behavioural intentions, degree of tourists' involvement in travel preparation, and degree of co-creation of the tourist experience. The paper contributes to the understanding of motives and behavioural patterns of domestic tourists. The research findings can be used by marketing manag-ers in travel agencies and tourist destinations to better address the needs of domestic tourists.

Making cultural and tourist attractions accessible and inclusive for people with disability through value co-creation amidst COVID-19: a critical discourse analysis

People with disabilities (PwD) are a COVID-19 vulnerable group, and globally they are experiencing even higher rates of social exclusion than before the pandemic. Value co-creation is a process whereby firms and their customers work together to develop service offerings and provides a tool for service improvement during disruptions such as health crises. Although many cultural and tourist attractions have access and inclusion as part of their strategic plans not all of them have turned to value co-creation to address access and inclusion in response to the COVID-19 pandemic. They also have varying degrees of understandings about what facilitates social inclusion. Using Critical Discourse Analysis, this study explores how museums have addressed access and inclusion in response to the COVID-19 pandemic, the degree of uptake, discourses of value co-creation, and how their responses can be categorised. The research design included semi-structured, participatory interviews with 15 managers from eight museums;and ethnographic observation and semi-structured, post-museum visit interviews with 12 PwD. Then, an iterative data analysis process using ATLAS-ti was undertaken. The results provide insight into the social inclusion of PwD in museums during the COVID-19 pandemic.

Forging organizational resilience through green value co-creation: The role of green technology, green operations, and green transaction capabilities

The study assessed the mediating role of green organizational capabilities (green technology development, green operations, and green transactions), in the relationship between green value co-creation and organizational resilience among Chinese manufacturing firms, that is, firms' ability to build strong organizational resilience in response to the COVID-19 pandemic. It focused on manufacturing firms operating within Shenzhen, a coastal city located within the Guangdong province in southeastern China. The sample comprised 234 firms. Data were analysed using a covariance-based structural equation modeling. Findings revealed that green value co-creation had no direct effect on organizational resilience, rather, its effect was realized indirectly through green organizational capabilities. The study concludes that manufacturing companies can augment their organizational capabilities by leveraging the knowledge of their customers through green value co-creation to build strong organizational resilience. Theoretical and managerial implications have been provided.

Patient public involvement (PPI) in health literacy research: Engagement of adults with literacy needs in the co-creation of a hospital-based health literacy plan.

BACKGROUND: People with literacy needs can experience many challenges in accessing, understanding and using health services and health information. Such challenges can adversely impact patient-provider interactions and ultimately, health outcomes. Healthcare providers need to be aware of health literacy (HL) to address the demands of healthcare systems, improve their interactions with communities and patients and promote patient engagement for improved health outcomes. METHODS: This paper reports on a process of patient and public involvement (PPI) with participants in an adult literacy programme acting as PPI contributors to identify priority areas for a local hospital HL action plan and to develop a protocol for a PPI process with other groups. A qualitative community-based participatory research study design informed by principles of PPI was undertaken, drawing on the tools of participatory and visual methods, open discussion and workshop format to facilitate a process of co-creation. Three workshops with six PPI contributors took place to identify issues to be included in the hospital action plan. PPI contributors identified issues and grouped these into priority areas using discussion and ranking procedures. RESULTS: Key areas prioritised for HL action by the PPI contributors were: verbal communication, emphasising the patient's right to understand, and improved understanding of medication use. These were incorporated into the action plan. The workshop format and process were deemed acceptable to the group and input on improvements will be incorporated into further work in this area. CONCLUSION: PPI acts as a lever in the knowledge translation process. Genuine engagement with service users can meaningfully contribute to relevant and sustainable changes to services as well as foster the empowerment of service users. PATIENT OR PUBLIC CONTRIBUTION: Members of the public with literacy needs actively participated in the co-creation of a HL action plan for a local hospital and in the development of a protocol for a patient and public process for HL research.

Investigating the relationship between government support and SMEs' sustainability through financial and green lenses

PurposeTo be successful on a global scale, small- and medium-sized enterprises (SMEs) need government support (GS) for innovation, sustainability and creativity. GS has always been a constructive influence on enterprises. This paper aims to examine the role of GS in assessing financial literacy (FL), access to finance (AF) and green value co-creation (GVC) for the sustainability of SMEs. Design/methodology/approachThis study's sample comprises SMEs in Lahore, Pakistan. Data collection started in December 2021 and ended in February 2022. Using convenient sampling, 320 responses were collected from SMEs and included in data analysis. Hypotheses were tested, and model fit was checked through the software AMOS 22. FindingsIt has been examined that GS plays a pivotal role in acquiring FL, AF and GVC for the sustainability of SMEs. Research limitations/implicationsIncreasing the sample size will give a more demonstrative picture as the population size is quite large. Future researchers should design causal relationships, linking these variables through longitudinal research. Originality/valueNo study has been conducted on SMEs of developing economies using these variables. This study contributes to the literature by providing a comprehensive model and identifying GSs importance in achieving SMEs' sustainability through financial and green lenses. This research significantly impacts government policymakers and SMEs by giving them insight into the importance of green practices, financial capabilities and SMEs' sustainability.

Anticipatory value-in-use in early-stage digital health service transformations: How consumers assess value propositions before and after abrupt, exogenous shocks

Digital service transformations affect how consumers experience value-in-use. Yet, the process consumers use to evaluate value propositions for emergent, early-stage service transformations remains unclear. This is especially true for digital service transformations brought on by exogenous shocks requiring a near-immediate response. The abrupt lockdown of face-to-face services in response to the COVID-19 pandemic forced many organizations to launch remote offerings with little prior usage. In a telemedicine context, we develop an Anticipatory Value-in-Use Framework, investigating how consumers' value-in-use process for a digital service transformation unfolds across three stages: value-in-use prerequisites, anticipatory value co-creation, and anticipatory value-in-use. Using SmartPLS we analyze 669 responses collected pre- and post-COVID-19 lockdown. Our results demonstrate the framework offers a consistent conceptualization of how consumers formulate anticipatory value-in-use when actual experience with the service transformation is lacking. However, consumers may weigh factors differently following exogenous shock-imposed transformations, requiring marketers to carefully articulate a transformation's value propositions. © 2023 Elsevier Inc.

Decolonising Safeguarding During a Pandemic: Lessons for Research Praxis in International Social Work

Protecting people from harm and upholding their right to be protected is a central tenet of social work. ‘Safeguarding' as a term is, however, a relatively new introduction to the language of international research practice for protecting people. Practices of judging and categorising risk, harm, and vulnerability are nevertheless not new territory for either social work or research. Inherently imbued with power and ‘othering' practices, the problematic aspects of these categorisations, especially in Global North-South relations, are in fact long established (Munck and Kleibl, 2019). They sort and classify people as those who pose a ‘risk' or challenge to certain social norms, and those who are deemed to be ‘at risk, ' ‘vulnerable, ' or in need of protection. In this way, risk as a concept and ‘risk-work' as practice can be understood to be a colonial project. Systemic and institutionalised, or ‘baked in, ' to both research institutions as well as research and welfare practices. Researching social work, especially at this time of global pandemic, therefore has the potential to reify these colonial logics. Drawing on the growing literature on the impacts of COVID-19 on development challenges, and work undertaken by YOLRED to assess safeguarding issues for working with at-risk or marginalised groups, including former child soldiers, this chapter explores the conceptual, linguistic, and practical challenges of ‘safeguarding' for praxis. Further, it will illustrate, from the authors' ongoing works within this area, lessons learned and key takeaways for how the concept of safeguarding can be reimagined as a potential framework for decolonising research. © The Editor(s) (if applicable) and The Author(s), under exclusive license to Springer Nature Switzerland AG 2022.

Sustainable high yield luxury tourism experiences

Luxury tourism is an emerging area of research and deserves consideration for its implications for tourism and hospitality management and policy development. This chapter reviews the phenomena of luxury tourism in the academic literature and in particular, its links to the concepts of high yield, sustainability and tourist experiences. The global hiatus caused by the COVID-19 pandemic has presented an opportunity for tourism policymakers and industry stakeholders to reconsider how luxury tourism can contribute to optimal economic, social and environmental outcomes with desired yield and sustainability aspirations. A renewed understanding of luxury tourism in terms of its production and consumption processes, as well as the associated value, emotion and narrative, is therefore of critical importance. The value of this chapter lies in synthesising a number of strands of inquiry across disparate bodies of literature to identify a research agenda. Areas that are proposed for further research include the conceptualisation of luxury tourism, the evolving nature of luxury experiences;value co-creation across all stages of luxury tourism;and the nexus between luxury tourism and destination image. Managerial implications of luxury tourism are also discussed, including the necessary conditions for cultivating luxury tourism;the need to measure the social and environmental impact of luxury tourism;and the important relationships between luxury tourism, innovation and market leadership. © 2022 by Emerald Publishing Limited. All rights reserved.

Eliciting consumer-engagement and experience to foster consumer-based-brand-equity: moderation of perceived-health-beliefs

Although consumer-brand-engagement (CBE) and consumer-brand-experience (CBX) are identified as important research priorities, empirically based insights regarding their relationship with tourism-consumers' resulting consumer-value cocreation (CVC), emotional-attachment and consumer-based-brand-equity (CBBE) remains scant, particularly during COVID-19 pandemic. In responding to this research gap, following Service-Dominant-Logic and Protection-Motivation-informed theories, we propose and test a model that explores the influence of CBE and CVC on CBX, which consequently effects emotional-attachment and CBBE with tourism service-brands. To explore such issues, we recruit a sample of 318 customers by using PLS-SEM. PLS-SEM-results indicate that CBE has a positive impact on CVC and CBX. Second, findings reveal CBX's positive influence on emotional-attachment and CBBE. Third, results corroborated the CBE's and CVC's indirect effect on emotional-attachment and CBBE, as mediated through CBX. Finally, findings illustrated a negative moderating influence of perceived-severity and positive moderating effect of self-efficacy among projected associations. We offer significant theoretical/managerial implications that develop from this study. © 2023 Informa UK Limited, trading as Taylor & Francis Group.

An analysis of policies, challenges and outcomes in Pakistan through co-creation of COVID-19 responses

Purpose: Based on the service eco-systems perspective, this paper evaluates the strategies and actions adopted by the Government of Pakistan to handle the COVID-19 crisis with the involvement of multiple actors including public, private, third-sector organizations and civil society. Design/methodology/approach: The paper is based on an in-depth analysis of secondary sources including research articles, policy documents, policy briefs, governmental reports, third party evaluations/reports and media publications. Findings: A multi-stakeholder approach was evident during the pandemic with an effort to better manage the crisis which has exerted immense social, cultural, economic and political impacts on the lives of the citizens. Collaborative efforts among stakeholders (government, private and third sector) were witnessed, resulting in a coherent response. The successful management of COVID-19 in Pakistan is attributed to multiple factors including the formation of a specialized public organization which effectively and proactively took data-driven informed decisions and aggregated the efforts of the federal and provincial governments for a timely response. Originality/value: This paper gives insights for policymakers to create a sustainable post-pandemic socio-economic environment by building resilient structures across the government while promoting cooperation and collaboration. It suggests strategies for policymakers responsible for providing sustainable societal solutions to combat the social, economic and administrative challenges under the pandemic. As Pakistan has managed and contained the pandemic in a relatively efficient way, it is hoped that this paper can provide a learning experience for other countries with similar national contexts. © 2023, Aisha Rizwan, Shabana Naveed and Yaamina Salman.

The viewer value co-creation process on sports live streaming platforms

PurposeThe Sports Live Streaming Platforms (SLSPs) have taken centre stage in broadcasting sporting events. This study adopts the value creation sphere (VCS) model and the service dominant logic (SDL) to unpack the value co-creation process on SLSPs.Design/methodology/approachA case study with one of the most representative SLSPs in China, involving the netnographic approach and in-depth interviews, was conducted.FindingsThis study redefines the value co-creation spheres in the context of SLSPs and identifies four actors who contribute to viewers' value perceptions. The findings show that viewers' values can be co-created individually and collectively with other actors in both the customer sphere and the joint sphere.Originality/valueThis study extends the theoretical boundary of value co-creation into the context of SLSPs. The study findings help SLSPs managers and decision makers understand the value co-creation process to gain competitive advantages and enhance the sustainability of their services.

Strengthening Brand Equity in Hotel Chains: Insights from Emerging Vs. Developed Economies

Today, many consumers seek to stay in environmentally sustainable hotels. Moreover, the tourism industry is one of the most impacted by the COVID-19 outbreak. In this increasingly competitive environment, companies in general, and hotels in particular, must offer unique experiences through value co-creation. The purpose of this work is to analyze the impact of "green” practices and value co-creation on brand equity, evaluating the moderating role of the consumer's nationality in the setting of hospitality companies. From a personal survey of 309 hotel guests in Valencia (Spain) and 302 guests in Bogotá (Colombia), evidence is obtained on the existence of some differences depending on the guest's country of origin, thus allowing hotel managers to have a better knowledge when designing their corporate strategies. © 2023 Taylor & Francis Group, LLC.

Choosing Collaborative Learning Options for Preparing Innovative Entrepreneurs

This paper focuses on comparing and choosing online and face-to-face collaborative learning applications for preparing students to innovative entrepreneurship. The main research question is: What are the pluses and minuses of programs with different time frames and combinations of online and face-to-face teamwork for facilitating innovative entrepreneurship and international scaling readiness? Learning concepts based on collaborative learning and improving the international networking readiness of students are presented. Estonian-Finnish business in virtual networks course, online teamwork experience of students that have participated in X-Culture global teams, intensive one semester face-to-face business development projects in the Starter programme and one-week course European and Global Horizons for Start-up Entrepreneurship in the Post-COVID World at the KEDGE Business School are compared. We analyse the pros and cons of these educational practices and give recommendations on how to customise these practices to intended learning outcomes depending on the international mobility possibilities of students. The paper explains how to align collaborative learning options to the entrepreneurial orientations of students, their readiness to launch a new venture and to international scalability potential of their innovative ideas. Limitations of intensive learning by doing programmes for team-based venture development and different ways of international student team creation for collaborative project work are explained. The recent COVID-19 crisis has expanded the need to apply online learning and hybrid learning for collaborative projects. Implications of limited international mobility of students during the pandemic on scalable business idea development are highlighted. The importance of networking knowledge for international entrepreneurship and the role of team projects for other entrepreneurs before starting students' own innovative ventures is explained. Learning in higher education should not be locked to closed e-learning platforms. Online learning can support international entrepreneurial collaboration. The paper also discusses changing trends of collaborative learning to facilitate innovation and green entrepreneurship for regenerative futures in the new normality during the COVID-19 pandemic. © 2022, Academic Conferences and Publishing International Limited. All right reserved.

How generations differ in coping with a pandemic: The case of restaurant industry

The COVID-19 outbreak has had a negative impact on the restaurant industry and led to major sales and job losses. As it continues to threaten customers' health, it is expected to greatly influence their attitudes and behavior. Therefore, the current study aims to investigate the effects of threat and coping appraisals on consumers' co-creation behaviors during the COVID-19 pandemic. Grounded in protection motivation theory and co-creation theory, the moderating effect of generational cohorts is also investigated vis-a-vis the relationships between protection motivation appraisals and co-creation behaviors in the restaurant industry. Individuals between 18 and 55 years of age completed survey regarding their dine-in experience during the COVID-19 pandemic. The study indicates that customers' perceived severity, self-efficacy, and response efficacy are significant predictors of customers' co-creation behaviors during the COVID-19 pandemic. The study provides important theoretical and practical implications for the field. (PsycInfo Database Record (c) 2022 APA, all rights reserved)

Open government data for crisis management: Rapid information sharing and co-creation of services

During the COVID-19 pandemic, open government data (OGD) was often used as a valuable crisis management resource. Unfortunately, there is limited research that explores how OGD can be used during times of crisis as a crisis management tool. To ensure that OGD can be used effectively in future crises, there is a need to understand how it may be used and what benefits its usage may bring. This paper brings new insight into this topic by conducting a comparative exploratory case study of three Central and Eastern European (CEE) countries – Czech Republic, Estonia and Latvia, where OGD was used at different levels to help manage different aspects of the COVID-19 pandemic. As a result of this research, three contributions are made: (1) it integrates OGD into previous crisis management literature, offering new and initial conceptual propositions;(2) it demonstrates how OGD enables the co-creation of new services that create public value during times of crisis;and (3) it provides empirical examples of OGD-driven co-created services. [ABSTRACT FROM AUTHOR] Copyright of Information Polity: The International Journal of Government & Democracy in the Information Age is the property of IOS Press and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Applying Social Media for Studying Challenges of COVID-19 for Students

This conference paper contributes to understanding opportunities to use social media for identifying priorities and challenges of students from different countries in online and face-to-face learning and networking activities during the COVID-19 pandemic. The COVID-19 crisis has resulted in more intensive online learning and hybrid learning applications in higher education. When there is a shift from a teacher-controlled class environment to a more learner-controlled social media, the role of the educator becomes more of a facilitator. The main research question in this paper is: How social media activities facilitated by instructors can support international learner-driven online networking and knowledge sharing during the COVID-19 pandemic? Our action research aim was to reveal learning preferences and networking challenges that students do not usually share in a class environment. Despite critics of Facebook and the increasing popularity of alternative social media among young people, Facebook groups offer tools for discourse between different age cohorts and conduct polls to assess alternative educational tools and COVID-19 administrative restrictions that influence student mobility and socialisation. To study the challenges of COVID-19 for students in online learning and in physical interaction, we applied netnography methods in combination with interventions by educators to study students' preferences in the Facebook group Challenges in online learning - COVID-19. Among the most popular Facebook polls for students were questions about group work and exam arrangements during the pandemic and work from anywhere practice implications, cross-border mobility regulations during the COVID-19 pandemic and reasons why some students do not participate in web conferences using their computer cameras. Students shared the view that flexible online work from anywhere solutions will be for many organisations among trends that will remain after the COVID-19 crisis is over. Some students, both from Europe and developing countries, believed that this trend would improve job opportunities for the workforce living in low-cost countries. Facebook group enabled international knowledge sharing, where both students and educators could share their views on many issues that influence the rapidly changing online learning and networking environment. © The Authors, (2022). All Rights Reserved. No reproduction, copy or transmission may be made without written permission from the individual authors.

Melting the Psychological Boundary: How Interactive and Sensory Affordance Influence Users' Adoption of Digital Heritage Service

As a result of the post-pandemic situation, enhancing digital heritage services has become one of the key issues for the recovery of tourism. Disruptive innovation in human–computer interaction technology has brought new opportunities for digitalization and intelligent transformation in the contemporary cultural tourism industry. Existing research on the adoption behavior of digital heritage services primarily focuses on users' assessments of behavior results. There is a considerable gap in research about the interaction and value co-creation between users and digital intelligence services and users' cognitive construction logic of digital heritage services. Following reciprocal determinism, we propose a conceptual model to deconstruct the detailed transmission path of interactive affordance and sensory affordance to digital heritage adoption. In Study 1, a lab experiment in an AI-assisted smart screen digital heritage service context revealed that interactive affordance and user adoption of digital heritage services were partially mediated by psychological distance. Findings from a between-subject online experiment in Study 2 confirmed that embodied cognition and psychological distance play a parallel intermediary role in the impact of sensory affordance on adoption. In Study 3, a lab experiment in a VR-based digital museum context further verified that information overload moderates the influence of embodied cognition on psychological distance. This research reveals the deep-bounded, rational decision-making logic of digital heritage service adoption and provides significant practical enlightenment for the optimization of the affordance experience.