Experience Innovation in Tourism: The Role of Front-line Employees

Publikation: Bidrag til bog/antologi/rapportKonferencebidrag i proceedingsForskningpeer review

Resumé

This paper discusses how front-line employees can play an important role in innovation processes that lead tourism companies from service production to experience creation. The increasing focus on experiential value by customers in general (Sundbo and Sørensen, 2013) puts pressure on service companies to move from functional service production to creating experiences (Pine and Gilmore, 2013). This is also the case in tourism companies. In tourism, most encounters between employees and tourists operate on a service logic (Sørensen and Jensen, 2015). Thus, we suggest there is a value potential in developing such encounters into experience encounters focusing on the co-creation of experiential value. While frontline employees are central for service quality they are mostly not included in systematised innovation processes in tourism companies. These companies are often hierarchically organised and typically do not consider front-line employees to be important innovation agents (Sørensen and Jensen, 2012). However, in this paper, an analysis of an experiment in Tivoli Gardens exemplifies the innovation and value creating potential of involving front-line employees in developing new practices that create experiential value in employee-tourist encounters.
This paper discusses how front-line employees can play an important role in innovation processes that lead tourism companies from service production to experience creation. The increasing focus on experiential value by customers in general (Sundbo and Sørensen, 2013) puts pressure on service companies to move from functional service production to creating experiences (Pine and Gilmore, 2013). This is also the case in tourism companies. In tourism, most encounters between employees and tourists operate on a service logic (Sørensen and Jensen, 2015). Thus, we suggest there is a value potential in developing such encounters into experience encounters focusing on the co-creation of experiential value. While frontline employees are central for service quality they are mostly not included in systematised innovation processes in tourism companies. These companies are often hierarchically organised and typically do not consider front-line employees to be important innovation agents (Sørensen and Jensen, 2012). However, in this paper, an analysis of an experiment in Tivoli Gardens exemplifies the innovation and value creating potential of involving front-line employees in developing new practices that create experiential value in employee-tourist encounters.
SprogDansk
TitelConference Proceedings 5th Interdisciplinary Tourism Research Conference
RedaktørerMetin Kozak, Andreas Artal-Tur, Nazmi Kozak
Udgivelses stedCartagena
ForlagTechnical University of Cartagena
Dato7 jun. 2017
Sider448-453
ISBN (Trykt)978-605-65762-8-7
StatusUdgivet - 7 jun. 2017
Begivenhed5th Interdisciplinary Tourism Research Conference - Cartagena, Spanien
Varighed: 6 jun. 201711 jun. 2017
Konferencens nummer: 5
http://www.pasosonline.org/en/news/125-5th-interdisciplinary-tourism-research-conference-cartagena-spain-6-11-june-2017

Konference

Konference5th Interdisciplinary Tourism Research Conference
Nummer5
LandSpanien
ByCartagena
Periode06/06/201711/06/2017
AndetThis conference aims particularly to emphasize the interdisciplinary nature of tourism, hospitality and leisure research and attracts submissions in two categories: First, it encourages those faculty members and/or graduate students studying in other fields/disciplines, but have research interests on tourism, hospitality and leisure.
Internetadresse
NavnConference Proceedings Interdisciplinary Tourism Research Conference
Vol/bind5

Citer dette

Jensen, J. F., & Sørensen, F. (2017). Experience Innovation in Tourism: The Role of Front-line Employees. I M. Kozak, A. Artal-Tur, & N. Kozak (red.), Conference Proceedings 5th Interdisciplinary Tourism Research Conference (s. 448-453). Cartagena: Technical University of Cartagena. Conference Proceedings Interdisciplinary Tourism Research Conference, Bind. 5
Jensen, Jens Friis ; Sørensen, Flemming. / Experience Innovation in Tourism : The Role of Front-line Employees. Conference Proceedings 5th Interdisciplinary Tourism Research Conference. red. / Metin Kozak ; Andreas Artal-Tur ; Nazmi Kozak. Cartagena : Technical University of Cartagena, 2017. s. 448-453 (Conference Proceedings Interdisciplinary Tourism Research Conference, ???volume??? 5).
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title = "Experience Innovation in Tourism: The Role of Front-line Employees",
abstract = "This paper discusses how front-line employees can play an important role in innovation processes that lead tourism companies from service production to experience creation. The increasing focus on experiential value by customers in general (Sundbo and S{\o}rensen, 2013) puts pressure on service companies to move from functional service production to creating experiences (Pine and Gilmore, 2013). This is also the case in tourism companies. In tourism, most encounters between employees and tourists operate on a service logic (S{\o}rensen and Jensen, 2015). Thus, we suggest there is a value potential in developing such encounters into experience encounters focusing on the co-creation of experiential value. While frontline employees are central for service quality they are mostly not included in systematised innovation processes in tourism companies. These companies are often hierarchically organised and typically do not consider front-line employees to be important innovation agents (S{\o}rensen and Jensen, 2012). However, in this paper, an analysis of an experiment in Tivoli Gardens exemplifies the innovation and value creating potential of involving front-line employees in developing new practices that create experiential value in employee-tourist encounters.",
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Jensen, JF & Sørensen, F 2017, Experience Innovation in Tourism: The Role of Front-line Employees. i M Kozak, A Artal-Tur & N Kozak (red), Conference Proceedings 5th Interdisciplinary Tourism Research Conference. Technical University of Cartagena, Cartagena, Conference Proceedings Interdisciplinary Tourism Research Conference, bind 5, s. 448-453, 5th Interdisciplinary Tourism Research Conference, Cartagena, Spanien, 06/06/2017.

Experience Innovation in Tourism : The Role of Front-line Employees. / Jensen, Jens Friis; Sørensen, Flemming.

Conference Proceedings 5th Interdisciplinary Tourism Research Conference. red. / Metin Kozak; Andreas Artal-Tur; Nazmi Kozak. Cartagena : Technical University of Cartagena, 2017. s. 448-453.

Publikation: Bidrag til bog/antologi/rapportKonferencebidrag i proceedingsForskningpeer review

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T1 - Experience Innovation in Tourism

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AU - Sørensen,Flemming

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N2 - This paper discusses how front-line employees can play an important role in innovation processes that lead tourism companies from service production to experience creation. The increasing focus on experiential value by customers in general (Sundbo and Sørensen, 2013) puts pressure on service companies to move from functional service production to creating experiences (Pine and Gilmore, 2013). This is also the case in tourism companies. In tourism, most encounters between employees and tourists operate on a service logic (Sørensen and Jensen, 2015). Thus, we suggest there is a value potential in developing such encounters into experience encounters focusing on the co-creation of experiential value. While frontline employees are central for service quality they are mostly not included in systematised innovation processes in tourism companies. These companies are often hierarchically organised and typically do not consider front-line employees to be important innovation agents (Sørensen and Jensen, 2012). However, in this paper, an analysis of an experiment in Tivoli Gardens exemplifies the innovation and value creating potential of involving front-line employees in developing new practices that create experiential value in employee-tourist encounters.

AB - This paper discusses how front-line employees can play an important role in innovation processes that lead tourism companies from service production to experience creation. The increasing focus on experiential value by customers in general (Sundbo and Sørensen, 2013) puts pressure on service companies to move from functional service production to creating experiences (Pine and Gilmore, 2013). This is also the case in tourism companies. In tourism, most encounters between employees and tourists operate on a service logic (Sørensen and Jensen, 2015). Thus, we suggest there is a value potential in developing such encounters into experience encounters focusing on the co-creation of experiential value. While frontline employees are central for service quality they are mostly not included in systematised innovation processes in tourism companies. These companies are often hierarchically organised and typically do not consider front-line employees to be important innovation agents (Sørensen and Jensen, 2012). However, in this paper, an analysis of an experiment in Tivoli Gardens exemplifies the innovation and value creating potential of involving front-line employees in developing new practices that create experiential value in employee-tourist encounters.

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Jensen JF, Sørensen F. Experience Innovation in Tourism: The Role of Front-line Employees. I Kozak M, Artal-Tur A, Kozak N, red., Conference Proceedings 5th Interdisciplinary Tourism Research Conference. Cartagena: Technical University of Cartagena. 2017. s. 448-453. (Conference Proceedings Interdisciplinary Tourism Research Conference, Bind 5).