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Värdeskapande gästfrihet. Hur gästfrihet som värde ramas in, etableras och förhandlas i hotellbranschen

Eksell, Jörgen LU (2013)
Abstract
Research in service management and marketing has in the past decade highlighted the concept of value creation. In service organizations value creation is described as a process in which the customer uses a company's value proposition in a meaningful way. However, research has tended to ignore the contextual meaning, and few empirical studies have shown how context is relevant. Therefore, the aim of this thesis to is to describe, problematize and analyze how hospitality as value is created, established and negotiated in the hotel industry.

Three methods were employed in the collection of empirical material in this study. Ethnographic observations were performed at a mid-sized city hotel in southern Sweden. Qualitative interviews... (More)
Research in service management and marketing has in the past decade highlighted the concept of value creation. In service organizations value creation is described as a process in which the customer uses a company's value proposition in a meaningful way. However, research has tended to ignore the contextual meaning, and few empirical studies have shown how context is relevant. Therefore, the aim of this thesis to is to describe, problematize and analyze how hospitality as value is created, established and negotiated in the hotel industry.

Three methods were employed in the collection of empirical material in this study. Ethnographic observations were performed at a mid-sized city hotel in southern Sweden. Qualitative interviews with hotel personnel in the Swedish hotel industry were conducted, and marketing materials such as brochures and post-cards, were collected. A holistic, interdisciplinary framework was used in the study, consisting of theories formulated by, among others, service researchers as Christian Grönroos and Richard Normann, and symbolic interactionists as Erving Goffman, Randal Collins, Arnold van Gennep, Johan Asplund and Michèle Lamont and Molnár Virág.

The empirical findings shows that value is created, established and negotiated when interpersonal strategies and tactics, organizational procedures such as the check-in, and service strategies, are interwoven with social and cultural values that frame services, equipment and facilities as attractive.

The conclusions suggest that creation of value is a complex phenomenon, consisting of processes that are rarely highlighted in service management and marketing. In order to highlight the interwoven, procedural character of these constellations, the concept of value transition is introduced. The concept of value transition encompasses the relevant phenomenon, and thus has an ontological focus that enables analytical sharpness. The results show that the theoretical foundations of how value is to be broadened in order to highlight the multiple, disparate processes and especially highlighting how they interact in different situations. (Less)
Please use this url to cite or link to this publication:
author
supervisor
opponent
  • Professor Mykletun, Reidar Johan, Universitetet i Stavanger, Norge
organization
alternative title
Hospitality as value. How hospitality as value is framed, established and negotiated in the hotel industry
publishing date
type
Thesis
publication status
published
subject
keywords
value creation, value co-creation, value-in-use, value of hospitality, value transition, value-in-context, value proposition, symbolic interactionism, service management, service studies, hospitality, hotel industry
pages
278 pages
publisher
Lunds universitet
defense location
U202, Campus Helsingborg
defense date
2013-03-15 13:00
ISBN
978-91-7473-462-1
language
Swedish
LU publication?
yes
id
37f2c284-8563-42e1-9507-fec387e3409c (old id 3470192)
date added to LUP
2013-02-18 14:00:08
date last changed
2016-09-19 08:45:10
@phdthesis{37f2c284-8563-42e1-9507-fec387e3409c,
  abstract     = {Research in service management and marketing has in the past decade highlighted the concept of value creation. In service organizations value creation is described as a process in which the customer uses a company's value proposition in a meaningful way. However, research has tended to ignore the contextual meaning, and few empirical studies have shown how context is relevant. Therefore, the aim of this thesis to is to describe, problematize and analyze how hospitality as value is created, established and negotiated in the hotel industry.<br/><br>
Three methods were employed in the collection of empirical material in this study. Ethnographic observations were performed at a mid-sized city hotel in southern Sweden. Qualitative interviews with hotel personnel in the Swedish hotel industry were conducted, and marketing materials such as brochures and post-cards, were collected. A holistic, interdisciplinary framework was used in the study, consisting of theories formulated by, among others, service researchers as Christian Grönroos and Richard Normann, and symbolic interactionists as Erving Goffman, Randal Collins, Arnold van Gennep, Johan Asplund and Michèle Lamont and Molnár Virág.<br/><br>
The empirical findings shows that value is created, established and negotiated when interpersonal strategies and tactics, organizational procedures such as the check-in, and service strategies, are interwoven with social and cultural values that frame services, equipment and facilities as attractive. <br/><br>
The conclusions suggest that creation of value is a complex phenomenon, consisting of processes that are rarely highlighted in service management and marketing. In order to highlight the interwoven, procedural character of these constellations, the concept of value transition is introduced. The concept of value transition encompasses the relevant phenomenon, and thus has an ontological focus that enables analytical sharpness. The results show that the theoretical foundations of how value is to be broadened in order to highlight the multiple, disparate processes and especially highlighting how they interact in different situations.},
  author       = {Eksell, Jörgen},
  isbn         = {978-91-7473-462-1},
  keyword      = {value creation,value co-creation,value-in-use,value of hospitality,value transition,value-in-context,value proposition,symbolic interactionism,service management,service studies,hospitality,hotel industry},
  language     = {swe},
  pages        = {278},
  publisher    = {Lunds universitet},
  school       = {Lund University},
  title        = {Värdeskapande gästfrihet. Hur gästfrihet som värde ramas in, etableras och förhandlas i hotellbranschen},
  year         = {2013},
}