Seminar on user value in experiences


User value in experiences – what does it mean?


Wednesday 9 November, 2016, 10.30 – 12.30 in Theory Room 25.3.005 in building 25.3, Roskilde University.


User or customer value (value-in-use) and co-creation of value has recently been emphasized much in service, experience and tourism theory and research. It has been seen as probably the most important factor for creating user experience and business success. However, the concept and empirical phenomenon is not well defined and often not measured. It is far from clear what we mean by value-in-use and whether all users have same values. The aim of the seminar is to discuss the theoretical meaning of user value and from empirical examples to look at which concrete values users may have. 



Short presentations (20 min. presentations) and discussions:


Value co-creation in experiences
Albert Boswijk, director, European Centre for the Experience Economy, The Netherlands


The value concept in service marketing theory
Anne Vorre Hansen, PhD student, Department of Social Sciences and Business, Roskilde University


Exploring customer value in tourism service encounters. The different categories of user value
Claire Forder, PhD student, Department of Social Sciences and Business, Roskilde University


How users have different values in family experiences. Empirical investigation of an amusement park
Jens Friis Jensen, associate professor, Department of Communication and Arts, and Jon Sundbo, professor, Department of Social Science and Business, Roskilde University.


The seminar is planned and chaired by Jon Sundbo (, professor, Department of Social Sciences and Business, Roskilde University. The Centre for Experience and Tourism Research ( is Roskilde University’s interdisciplinary and cross-departmental centre for research in tourism and experience economies.

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