IDEAS home Printed from https://ideas.repec.org/a/wly/corsem/v30y2023i1p342-357.html
   My bibliography  Save this article

Sustainable service ecosystems from the transformative value perspective: A study in tourism destinations

Author

Listed:
  • Miguel Ángel Moliner‐Tena
  • Diego Monferrer‐Tirado
  • Marta Estrada‐Guillén
  • Lidia Vidal‐Meliá

Abstract

The aim of this study is to examine the relationship between sustainability with customer satisfaction and service experience in service ecosystems, by analyzing the moderated role of business models. A model with four variables is proposed, whereby customer satisfaction is the dependent variable, perceived sustainability of the service ecosystem is the explanatory variable, service experience is the mediator variable, and business models is the moderator variable. The model is applied in a survey of tourists. The results enable comparison of the causal model: perceived sustainability influences customer satisfaction directly and indirectly through service experience; and business model can play a moderator role since significant differences are identified in one of the three types of tourism destinations.

Suggested Citation

  • Miguel Ángel Moliner‐Tena & Diego Monferrer‐Tirado & Marta Estrada‐Guillén & Lidia Vidal‐Meliá, 2023. "Sustainable service ecosystems from the transformative value perspective: A study in tourism destinations," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 30(1), pages 342-357, January.
    • Handle: RePEc:wly:corsem:v:30:y:2023:i:1:p:342-357
    DOI: 10.1002/csr.2358
    as

    Download full text from publisher

    File URL: https://doi.org/10.1002/csr.2358
    Download Restriction: no
    File URL: https://libkey.io/10.1002/csr.2358?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Vargo, Stephen L. & Lusch, Robert F., 2017. "Service-dominant logic 2025," International Journal of Research in Marketing, Elsevier, vol. 34(1), pages 46-67.
    2. J.J. Brakus & B.H. Schmitt & L. Zarantonello, 2009. "Brand Experience: What Is It? How Do We Measure It? And Does It Affect Loyalty?," Post-Print hal-00799102, HAL.
    3. Putu Indah Rahmawati & Min Jiang & Terry DeLacy, 2019. "Framework for stakeholder collaboration in harnessing corporate social responsibility implementation in tourist destination to build community adaptive capacity to climate change," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 26(6), pages 1261-1271, November.
    4. Stephen L. Vargo & Robert F. Lusch, 2016. "Institutions and axioms: an extension and update of service-dominant logic," Journal of the Academy of Marketing Science, Springer, vol. 44(1), pages 5-23, January.
    5. Heiko Wieland & Nathaniel N. Hartmann & Stephen L. Vargo, 2017. "Business models as service strategy," Journal of the Academy of Marketing Science, Springer, vol. 45(6), pages 925-943, November.
    6. Monferrer, Diego & Moliner, Miguel Ángel & Irún, Beatriz & Estrada, Marta, 2021. "Network market and entrepreneurial orientations as facilitators of international performance in born globals. The mediating role of ambidextrous dynamic capabilities," Journal of Business Research, Elsevier, vol. 137(C), pages 430-443.
    7. Miguel Ángel Moliner & Diego Monferrer & Marta Estrada & Rosa M. Rodríguez, 2019. "Environmental Sustainability and the Hospitality Customer Experience: A Study in Tourist Accommodation," Sustainability, MDPI, vol. 11(19), pages 1-15, September.
    8. Manuel Suárez‐Cebador & Juan Carlos Rubio‐Romero & Joaquim Pinto‐Contreiras & German Gemar, 2018. "A model to measure sustainable development in the hotel industry: A comparative study," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 25(5), pages 722-732, September.
    9. Gerard George & Adam J. Bock, 2011. "The Business Model in Practice and its Implications for Entrepreneurship Research," Entrepreneurship Theory and Practice, , vol. 35(1), pages 83-111, January.
    10. Vincenzo Basile & Nunzia Capobianco & Roberto Vona, 2021. "The usefulness of sustainable business models: Analysis from oil and gas industry," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 28(6), pages 1801-1821, November.
    11. Chiara Mio & Antonio Costantini & Silvia Panfilo, 2022. "Performance measurement tools for sustainable business: A systematic literature review on the sustainability balanced scorecard use," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 29(2), pages 367-384, March.
    12. MacKenzie, Scott B. & Podsakoff, Philip M., 2012. "Common Method Bias in Marketing: Causes, Mechanisms, and Procedural Remedies," Journal of Retailing, Elsevier, vol. 88(4), pages 542-555.
    13. Gentile, Chiara & Spiller, Nicola & Noci, Giuliano, 2007. "How to Sustain the Customer Experience:: An Overview of Experience Components that Co-create Value With the Customer," European Management Journal, Elsevier, vol. 25(5), pages 395-410, October.
    14. Andrew Ngawenja Mzembe & Yvonne Novakovic & Frans Melissen & Grace Kamanga, 2019. "Institutional bricolage as an antecedent of social value creation in a developing country's tourism and hospitality industry," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 26(4), pages 997-1008, July.
    15. Larissa Becker & Elina Jaakkola, 2020. "Customer experience: fundamental premises and implications for research," Journal of the Academy of Marketing Science, Springer, vol. 48(4), pages 630-648, July.
    16. Patricia Martínez & Ángel Herrero & Raquel Gómez‐López, 2019. "Corporate images and customer behavioral intentions in an environmentally certified context: Promoting environmental sustainability in the hospitality industry," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 26(6), pages 1382-1391, November.
    17. Martin, Jillian & Mortimer, Gary & Andrews, Lynda, 2015. "Re-examining online customer experience to include purchase frequency and perceived risk," Journal of Retailing and Consumer Services, Elsevier, vol. 25(C), pages 81-95.
    18. repec:ucp:bkecon:9780226316529 is not listed on IDEAS
    19. Sabina Scarpellini, 2022. "Social impacts of a circular business model: An approach from a sustainability accounting and reporting perspective," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 29(3), pages 646-656, May.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Mehnaz & Jiahua Jin & Azhar Hussain & Muhammad Akib Warraich & Abdul Waheed, 2024. "Impact of perceived CSR practices on customers loyalty. The mediating role of reputation and customer satisfaction," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 31(5), pages 3724-3734, September.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Zha, Dongmei & Marvi, Reza & Foroudi, Pantea, 2023. "Synthesizing the customer experience concept: A multimodularity approach," Journal of Business Research, Elsevier, vol. 167(C).
    2. Hsin-Hui Chou & Chao-Chin Huang & Pei-Yun Tu, 2023. "Towards becoming a service-dominant enterprise: an actor engagement perspective," Service Business, Springer;Pan-Pacific Business Association, vol. 17(2), pages 607-632, June.
    3. Cuesta-Valiño, Pedro & Gutiérrez-Rodríguez, Pablo & Núnez-Barriopedro, Estela & García-Henche, Blanca, 2023. "Strategic orientation towards digitization to improve supermarket loyalty in an omnichannel context," Journal of Business Research, Elsevier, vol. 156(C).
    4. Molinillo, Sebastian & Aguilar-Illescas, Rocío & Anaya-Sánchez, Rafael & Carvajal-Trujillo, Elena, 2022. "The customer retail app experience: Implications for customer loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    5. Umut Ünal & Rıfgı Buğra Bağcı & Mertcan Taşçıoğlu, 2024. "The perfect combination to win the competition: Bringing sustainability and customer experience together," Business Strategy and the Environment, Wiley Blackwell, vol. 33(5), pages 4806-4824, July.
    6. Mahavarpour, Nasrin & Marvi, Reza & Foroudi, Pantea, 2023. "A Brief History of Service Innovation: The evolution of past, present, and future of service innovation," Journal of Business Research, Elsevier, vol. 160(C).
    7. Rather, Raouf Ahmad & Hollebeek, Linda D., 2021. "Customers’ service-related engagement, experience, and behavioral intent: Moderating role of age," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
    8. Suvi Nenonen & Kaj Storbacka & Charlotta Windahl, 2019. "Capabilities for market-shaping: triggering and facilitating increased value creation," Journal of the Academy of Marketing Science, Springer, vol. 47(4), pages 617-639, July.
    9. Lova Rajaobelina & Isabelle Brun & Sandrine Prom Tep & Manon Arcand, 2018. "Towards a better understanding of mobile banking: the impact of customer experience on trust and commitment," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 23(3), pages 141-152, December.
    10. Linda D. Hollebeek & V. Kumar & Rajendra K. Srivastava & Moira K. Clark, 2023. "Moving the stakeholder journey forward," Journal of the Academy of Marketing Science, Springer, vol. 51(1), pages 23-49, January.
    11. Stein, Alisha & Ramaseshan, B., 2016. "Towards the identification of customer experience touch point elements," Journal of Retailing and Consumer Services, Elsevier, vol. 30(C), pages 8-19.
    12. Hörger, Christian & Ward, Philippa, 2023. "Coordination mechanisms and the role of taskscape in value co-creation: The British ‘milkman’," Journal of Business Research, Elsevier, vol. 162(C).
    13. Jeannot, Florence & Dampérat, Maud & Salvador, Marielle & El Euch Maalej, Mariem & Jongmans, Eline, 2022. "Toward a luxury restaurant renewal: Antecedents and consequences of digitalized gastronomy experiences," Journal of Business Research, Elsevier, vol. 146(C), pages 518-539.
    14. Gao, Wei & Li, Wenqian & Fan, Hua & Jia, Xingping, 2021. "How customer experience incongruence affects omnichannel customer retention: The moderating role of channel characteristics," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
    15. Hugo Ribeiro & Belem Barbosa & Antonio C. Moreira & Ricardo Rodrigues, 2024. "Customer Experience, Loyalty, and Churn in Bundled Telecommunications Services," SAGE Open, , vol. 14(2), pages 21582440241, April.
    16. Michael Blaschke & Uwe Riss & Kazem Haki & Stephan Aier, 2019. "Design principles for digital value co-creation networks: a service-dominant logic perspective," Electronic Markets, Springer;IIM University of St. Gallen, vol. 29(3), pages 443-472, September.
    17. Becker, Larissa & Karpen, Ingo Oswald & Kleinaltenkamp, Michael & Jaakkola, Elina & Helkkula, Anu & Nuutinen, Maaria, 2023. "Actor experience: Bridging individual and collective-level theorizing," Journal of Business Research, Elsevier, vol. 158(C).
    18. Japutra, Arnold & Utami, Ami Fitri & Molinillo, Sebastian & Ekaputra, Irwan Adi, 2021. "Influence of customer application experience and value in use on loyalty toward retailers," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
    19. Stephen L. Vargo & Linda Peters & Hans Kjellberg & Kaisa Koskela-Huotari & Suvi Nenonen & Francesco Polese & Debora Sarno & Claudia Vaughan, 2023. "Emergence in marketing: an institutional and ecosystem framework," Journal of the Academy of Marketing Science, Springer, vol. 51(1), pages 2-22, January.
    20. Molinillo, Sebastian & Navarro-García, Antonio & Anaya-Sánchez, Rafael & Japutra, Arnold, 2020. "The impact of affective and cognitive app experiences on loyalty towards retailers," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).

    More about this item

    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:wly:corsem:v:30:y:2023:i:1:p:342-357. 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.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with 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: Wiley Content Delivery (email available below). General contact details of provider: https://doi.org/10.1002/(ISSN)1535-3966 .

    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.