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Managing the experience co-creation process in tourism destinations: Empirical findings from Naples

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  • Buonincontri, P.
  • Morvillo, A.
  • Okumus, F.
  • van Niekerk, M.

Abstract

The aim of this study is to investigate the main antecedents and consequences of experience co-creation in tourism. Based on an in-depth literature review, a survey was designed, and data was collected from 385 tourists visiting Naples, Italy. A path analysis revealed that the interactions among tourists and tourism service providers and the active participation of tourists are antecedents of experience co-creation in the tourism industry. Experience co-creation positively affects the satisfaction of tourists, their level of expenditures, and their happiness. Study results also revealed that the attitude of tourists of sharing their experiences with others does not influence experience co-creation. As one of the first studies in this area in the field of tourism, this study contributes to the body of knowledge by proposing and empirically testing a model that shows three antecedents and three consequences of experience co-creation in tourism.

Suggested Citation

  • Buonincontri, P. & Morvillo, A. & Okumus, F. & van Niekerk, M., 2017. "Managing the experience co-creation process in tourism destinations: Empirical findings from Naples," Tourism Management, Elsevier, vol. 62(C), pages 264-277.
    • Handle: RePEc:eee:touman:v:62:y:2017:i:c:p:264-277
    DOI: 10.1016/j.tourman.2017.04.014
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    7. Kichan Nam & Jeff Baker & Norita Ahmad & Jahyun Goo, 2020. "Dissatisfaction, Disconfirmation, and Distrust: an Empirical Examination of Value Co-Destruction through Negative Electronic Word-of-Mouth (eWOM)," Information Systems Frontiers, Springer, vol. 22(1), pages 113-130, February.
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    9. Fan, Hua & Gao, Wei & Han, Bing, 2023. "Are AI chatbots a cure-all? The relative effectiveness of chatbot ambidexterity in crafting hedonic and cognitive smart experiences," Journal of Business Research, Elsevier, vol. 156(C).
    10. Fan, Daisy X.F. & Hsu, Cathy H.C. & Lin, Bingna, 2020. "Tourists’ experiential value co-creation through online social contacts: Customer-dominant logic perspective," Journal of Business Research, Elsevier, vol. 108(C), pages 163-173.
    11. Linda D. Hollebeek & Moira K. Clark & Wafa Hammedi & René Arvola, 2021. "Cocreated brand value: theoretical model and propositions," Journal of Brand Management, Palgrave Macmillan, vol. 28(4), pages 413-428, July.
    12. Dina Lončarić & Marina Perišić Prodan & Lidija Bagarić, 2018. "The Relationship Between Tourism Experience Co-Creation, Life Satisfaction and Behavioural Intentions," Central European Business Review, Prague University of Economics and Business, vol. 2018(4), pages 1-14.
    13. Hussam Al Halbusi & Pedro Jimenez Estevez & Tan Eleen & T. Ramayah & Md Uzir Hossain Uzir, 2020. "The Roles of The Physical Environment, Social Servicescape, Co-Created Value, and Customer Satisfaction in Determining Tourists’ Citizenship Behavior: Malaysian Cultural and Creative Industries," Sustainability, MDPI, vol. 12(8), pages 1-23, April.
    14. Sardaro, Ruggiero & La Sala, Piermichele & De Pascale, Gianluigi & Faccilongo, Nicola, 2021. "The conservation of cultural heritage in rural areas: Stakeholder preferences regarding historical rural buildings in Apulia, southern Italy," Land Use Policy, Elsevier, vol. 109(C).
    15. Yongzhong Yang & Shuangji Liu & Xiaoting Song, 2023. "The Co-creation of Museum Experience Value From the Perspective of Visitor Motivation," SAGE Open, , vol. 13(4), pages 21582440231, October.
    16. Natalia Rubio & Nieves Villaseñor & MªJesús Yagüe, 2020. "Sustainable Co-Creation Behavior in a Virtual Community: Antecedents and Moderating Effect of Participant’s Perception of Own Expertise," Sustainability, MDPI, vol. 12(19), pages 1-19, October.
    17. Uysal, Muzaffer & Berbekova, Adiyukh & Kim, Hyelin, 2020. "Designing for Quality of life," Annals of Tourism Research, Elsevier, vol. 83(C).
    18. Cucari, Nicola & Wankowicz, Ewa & Esposito De Falco, Salvatore, 2019. "Rural tourism and Albergo Diffuso: A case study for sustainable land-use planning," Land Use Policy, Elsevier, vol. 82(C), pages 105-119.
    19. Mariana Carvalho & Elisabeth Kastenholz & Maria João Carneiro, 2021. "Pairing Co-Creation with Food and Wine Experiences—A Holistic Perspective of Tourist Experiences in Dão, a Portuguese Wine Region," Sustainability, MDPI, vol. 13(23), pages 1-25, December.
    20. Felicitas Evangelista & Maria Estela Varua & Vivienne Saverimuttu & Rina Datt & Hugh Pattinson & Karina Wardle & Anna Evangelista, 2022. "Antecedents and Outcomes of Service Co-Creation in the Sharing Economy," SAGE Open, , vol. 12(2), pages 21582440221, May.
    21. Hannes Thees & Harald Pechlaner & Natalie Olbrich & Arne Schuhbert, 2020. "The Living Lab as a Tool to Promote Residents’ Participation in Destination Governance," Sustainability, MDPI, vol. 12(3), pages 1-27, February.
    22. Mariana Carvalho & Elisabeth Kastenholz & Maria João Carneiro, 2021. "Interaction as a Central Element of Co-Creative Wine Tourism Experiences—Evidence from Bairrada , a Portuguese Wine-Producing Region," Sustainability, MDPI, vol. 13(16), pages 1-20, August.
    23. Hao Zhang & Taeyoung Cho & Huanjiong Wang & Quansheng Ge, 2018. "The Influence of Cross-Cultural Awareness and Tourist Experience on Authenticity, Tourist Satisfaction and Acculturation in World Cultural Heritage Sites of Korea," Sustainability, MDPI, vol. 10(4), pages 1-14, March.

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