From Digital Touchpoints to Visitor Value: Value Co-Creation and Consumer Outcomes in Tourism and Hospitality—A Systematic Review and Meta-Analysis with Implications for Cultural Tourism

Digital technologies are reshaping how tourists and hospitality consumers search for, personalize, interpret, and share experiences. This study examines customer value co-creation (VCC) as a mechanism linking digital-age participation with consumer outcomes in tourism and hospitality. A PRISMA 2020-guided meta-analysis was conducted using Scopus, Web of Science Core Collection, and Hospitality & Tourism Complete. Forty peer-reviewed studies met the eligibility criteria. Random-effects models synthesized unadjusted correlations between VCC and its main antecedents and outcomes. VCC was positively associated with customer engagement, perceived innovation, and sustainability/CSR-related perceptions. On the outcome side, the strongest and most mature associations were observed for satisfaction (r = 0.64), loyalty (r = 0.61), and perceived value (r = 0.52). Extended outcomes, including experience evaluations, well-being, image, and equity-related indicators, were also positive on average but less empirically mature. High heterogeneity and wide prediction intervals show that VCC is better understood as a context-dependent mechanism rather than a universally strong predictor. Exploratory evidence suggests that digitally intensive service environments may strengthen the VCC–loyalty association. Although the evidence base is not cultural-tourism-specific, the findings are relevant to cultural and heritage settings where digital touchpoints can support interpretation, perceived authenticity, symbolic meaning, and post-visit advocacy.