Informing Timeshare Exchange Services on the Drivers of Customer-driven Co-production

Keywords

Co-creation; Customer-driven co-production; Service-dominant logic; Timeshare exchange companies; Timeshare industry

Abstract

Given the continued growth of the timeshare segment and its unique characteristics as an owned leisure lodging product, adopting a service-dominant logic and developing opportunities for co-creation is highly relevant for companies that provide services to this industry. Specifically, the purpose of this study is to explore the drivers that lead to customer-driven co-production in timeshare exchange services, due to the popularity of this option among consumers owning timeshare. Our results indicate that interaction between timeshare owners as customers of the exchange company is a significant driver of customer-driven co-production. To the authors' knowledge, this is the first study to explore customer-driven co-production in the timeshare industry. Moreover, our findings are highly significant for timeshare exchange companies and point them to potential areas of improvement in their service processes that could lead to higher customer-driven co-production and, consequently, more valuable experiences.

Publication Date

10-1-2020

Original Citation

Lelo de Larrea, G., & Gregory, A. M. (2020). Informing timeshare exchange services on the drivers of customer-driven co-production. International Journal of Hospitality Management, 91, N.PAG. https://doi.org/10.1016/j.ijhm.2020.102645

Document Type

Paper

Language

English

Source Title

International Journal of Hospitality Management

Volume

91

College

Rosen College of Hospitality Management

Location

Rosen College of Hospitality Management

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