共创还是共毁:移动信息技术对旅游体验价值的影响研究述评

Co-Creation or Co-Destruction? A Literature Review of Mobile Information Technologies’ Impact on Tourism Experience Value

尽管移动信息技术能够协助游客加强和创造新型旅游体验,但其效用绝非单向度的,探讨其功能的"反向"作用是重要的时代课题。现有文献认为创新和开发新型旅游体验需要探索价值共创效果的最大化,但鲜有研究对新型旅游体验的类型及其价值进行系统识别,且有意或无意地忽略了价值共毁这一情况。本文使用文献研究法,着眼移动信息技术的双重效用,对以上缺失进行了补足。文章识别并归纳了六种新型旅游体验及其价值,创建了体验价值层次模型,解释了旅游者参与价值共创的价值主张和心理动机。进而,文章还总结了旅游体验价值共毁的方式及消极结果,并创建了关系矩阵模型,分析了价值共创和共毁的关系以及多种主体的互动方式。相关成果为未来研究提供了重要的理论工具和研究视角,有助于揭示旅游者的体验诉求和目的地网络社区成员的参与动机,从而进行有效的网络社区管理,也为旅游企业的自我提升提供了工具,可以协助旅游企业精准识别顾客价值需求,设置相应的体验服务,甚至创造独特的价值主张。

Mobile information technologies are found to assist,strengthen and create new travel experiences,however,the role of which is not always positive.In some circumstances,it may cause a negative impact,or even destroy the travel experiences.This paper uses the literature research method to analyze the research findings of value co-creation and value co-destruction of tourism experiences when mobile information technologies are involved.The article identifies six new tourism experiences that mobile information technologies participate in,and categorizes four experience values.Two ways and various negative results of mobile information technology participation in co-destruction are discovered,and the relationship between the two is explored.Two models are created:Mobile Information Technology Involved Tourism Experience Value Co-Creation Hierarchy and Tourism Experience Value Co-Creation and Co-Destruction Matrix.It provides an important theoretical basis and research perspectives for relevant research in the future,which can help researchers to reveal the participation motivation of the tourism experience value in the era of Mobile Internet,to discover new tourism experiences and understand the role of mobile information technologies.It also helps tourism organizations to improve their services,such as assisting tourism organizations to accurately identify various value needs,set up corresponding experience services,and even create unique value propositions.It will also help tourism organizations to understand the participation of members of the destination network community for effective online community management.