IDEAS home Printed from https://ideas.repec.org/a/eco/journ3/2024-04-9.html
   My bibliography  Save this article

An Analysis of the Effectiveness of Information and Communication Technology Technologies in Providing Customer Feedback to Enhance B2C Value Co-creation: A Focus on the Tourism Industry

Author

Listed:
  • Siyasanga Mgoduka

    (School of Development Studies, Faculty of Economics, Development and Business Sciences, University of Mpumalanga, South Africa)

  • I. Kaseeram

    (Department of Economics, University of Zululand, South Africa)

  • S. Heeralal

    (Department of Business Management, University of Zululand, South Africa)

Abstract

Recent tourism research has shown a move towards the perspective on ‘value-in-use’ or ‘value-in-context’ that customers can co-create value through interactions with tourism organizations. As value is co-created through an ongoing interactive learning process, customers are involved in every step of service creation, from jointly defining problems to collaboratively solving them, this is enabled through intense engagement and dialogue possibilities between customers and companies. This study aims to analyse the effectiveness of ICT technologies in providing customer feedback to enhance B2C value co-creation. Information and communication technology (ICT) competences have been deemed essential for the use and execution of digital solutions, including external relationship management, technical proficiency, and planning. The results from this current study indicated a strong positive relationship between customer feedback in a form of transparency and value co-creation. Moreover, this study found that ICT platforms such as social media and emails are the fastest way to exchange digital messages over the internet and are thought to be the most recent, dependable method in marketing and electronic commerce. Furthermore, this study revealed a strong positive relationship between customer feedback in a form of a dialogue and its contribution to value co-creation. Therefore, this study concludes that firms should engage consumers in a dialogue regarding the service provision through the use of ICT technologies in order to enhance value co-creation.

Suggested Citation

  • Siyasanga Mgoduka & I. Kaseeram & S. Heeralal, 2024. "An Analysis of the Effectiveness of Information and Communication Technology Technologies in Providing Customer Feedback to Enhance B2C Value Co-creation: A Focus on the Tourism Industry," International Review of Management and Marketing, Econjournals, vol. 14(4), pages 83-91, July.
  • Handle: RePEc:eco:journ3:2024-04-9
    as

    Download full text from publisher

    File URL: https://www.econjournals.com/index.php/irmm/article/download/15922/8019
    Download Restriction: no

    File URL: https://www.econjournals.com/index.php/irmm/article/view/15922
    Download Restriction: no
    ---><---

    More about this item

    Keywords

    ICT Technologies; Value co-creation; Tourism; Social Media;
    All these keywords.

    JEL classification:

    • M0 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - General

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eco:journ3:2024-04-9. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Ilhan Ozturk (email available below). General contact details of provider: http://www.econjournals.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.