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Value-creating assets in tourism management: Applying marketing's service-dominant logic in the hotel industry

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  • FitzPatrick, Mary
  • Davey, Janet
  • Muller, Lisa
  • Davey, Howard

Abstract

Value-creating assets are recognised as critical in today's tourism management field. However, empirical research to date has not yet developed a useful conceptual framework for managing and marketing such assets. This paper presents service-dominant logic (S-D Logic) as a framework for advancing our understanding of intangible assets within the hotel industry. The research used S-D Logic to analyse intellectual capital (IC) disclosures of 20 publicly-listed European and US hotels. Results showed hotels acknowledge IC assets; in particular, the value embedded in their brands. However, the hotel companies' disclosures on generic items of Guest and Employees indicate they are overlooking the capacity for value-creation from such IC. This research, which makes a unique contribution by applying S-D Logic to examine hotel IC disclosures, recommends developing more sophisticated constructs for effective management of hotels' intangible assets. Finally, the S-D Logic framework has potential application in other areas of tourism management.

Suggested Citation

  • FitzPatrick, Mary & Davey, Janet & Muller, Lisa & Davey, Howard, 2013. "Value-creating assets in tourism management: Applying marketing's service-dominant logic in the hotel industry," Tourism Management, Elsevier, vol. 36(C), pages 86-98.
    • Handle: RePEc:eee:touman:v:36:y:2013:i:c:p:86-98
    DOI: 10.1016/j.tourman.2012.11.009
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    2. Đorđević Aleksandar & Zečević Bojan & Hristov Stančić Branislava, 2016. "Importance of Various Service Types in Hotels - Empirical Analysis," Economic Themes, Sciendo, vol. 54(3), pages 403-423, September.
    3. Viglia, Giampaolo & Pera, Rebecca & Dyussembayeva, Shynar & Mifsud, Matthieu & Hollebeek, Linda D., 2023. "Engagement and value cocreation within a multi-stakeholder service ecosystem," Journal of Business Research, Elsevier, vol. 157(C).
    4. Kushwaha, Gyaneshwar Singh & Agrawal, Shiv Ratan, 2015. "An Indian customer surrounding 7P׳s of service marketing," Journal of Retailing and Consumer Services, Elsevier, vol. 22(C), pages 85-95.
    5. Hongjiu Tang, 2020. "Regional Patterns and Hierarchical Tendencies: Analysis of the Network Connectivity of 63 Service-Oriented Tourist Cities in China," Sustainability, MDPI, vol. 12(16), pages 1-22, August.
    6. Thinh Gia Hoang & Ngan Tuyet Truong & Tam Minh Nguyen, 2021. "The survival of hotels during the COVID-19 pandemic: a critical case study in Vietnam," Service Business, Springer;Pan-Pacific Business Association, vol. 15(2), pages 209-229, June.
    7. O'Cass, Aron & Sok, Phyra, 2015. "An exploratory study into managing value creation in tourism service firms: Understanding value creation phases at the intersection of the tourism service firm and their customers," Tourism Management, Elsevier, vol. 51(C), pages 186-200.
    8. Liang, Austin Rong-Da, 2017. "Considering the role of agritourism co-creation from a service-dominant logic perspective," Tourism Management, Elsevier, vol. 61(C), pages 354-367.
    9. Wong, Tommy & Wickham, Mark, 2015. "An examination of Marriott's entry into the Chinese hospitality industry: A Brand Equity perspective," Tourism Management, Elsevier, vol. 48(C), pages 439-454.
    10. Vargo, Stephen L. & Lusch, Robert F., 2017. "Service-dominant logic 2025," International Journal of Research in Marketing, Elsevier, vol. 34(1), pages 46-67.
    11. Yuselim Angélica Villa-Hernández & Carlos Merino-Moreno & Virginia Hernández-Silva, 2021. "Competitividad en el turismo cultural: estudio de caso," Revista CEA, Instituto Tecnológico Metropolitano, vol. 7(14), July.
    12. Chathoth, Prakash K. & Ungson, Gerardo R. & Altinay, Levent & Chan, Eric S.W. & Harrington, Robert & Okumus, Fevzi, 2014. "Barriers affecting organisational adoption of higher order customer engagement in tourism service interactions," Tourism Management, Elsevier, vol. 42(C), pages 181-193.
    13. Chih-Wen Yang & Cheng-Lung (Richard) Wu & Jin-Long Lu, 2021. "Exploring the interdependency and determinants of tourism participation, expenditure, and duration: An analysis of Taiwanese citizens traveling abroad," Tourism Economics, , vol. 27(4), pages 649-669, June.

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