Relevant AOM Divisions/Interest Groups: OB, STR, SIM, CTO, CMS
This track invites scholarship that examines how value is created, experienced, and negotiated within service ecosystems through interactions among organisations, customers, communities, and technologies. We welcome theoretically informed and methodologically rigorous research that explores the emotional, ethical, political, and relational foundations of service encounters and stakeholder relationships.
Illustrative Sub-Themes
- Emerging consumption patterns in tourism, including staycations, slow travel, and hyperlocal hospitality.
- Emotional and ethical dimensions of service experience, including affective engagement, moral emotions, vulnerability, and responsibility in consumption and service encounters.
- Gendered experiences of tourism, including solo women travel, safety, digital platforms, and empowerment narratives.
- Trust, transparency, and responsible consumption, with attention to authenticity, perceived integrity, green claims, and legitimacy.
- Value co-creation and relational exchange, including resumption, co-production, stakeholder engagement, and shared-value models.
- Digital mediation of experience, including platformization, algorithmic curation, surveillance, and hybrid physical–digital service environments.
Indicative Research Questions
- How are solo women travellers reshaping tourism platforms, service design, and hospitality safety architectures?
- How do service experiences shape identity, morality, and meaning-making for individuals and communities?
- How does ethical positioning and organisational transparency influence trust, loyalty, and long-term stakeholder relationships.
- What role do digital technologies play in reconfiguring service relationships, power asymmetries, and experiential meaning?