Co-creation in hotel–disable customer interactions

Susana Navarro, Dolores Garzón and Norat Roig-Tierno

Journal of Business Research, 2015, vol. 68, issue 7, 1630-1634

Abstract: This study employs analytic hierarchy process (AHP) to develop a methodology that allows researchers to select factors for new measures in value co-creation analysis. AHP shows that successful factors for co-creation relate to the sequential stages of the relationship between hotels and disabled customers, which derives from co-creation processes. The resulting model highlights the principal factors affecting value co-creation when hotel/disabled customers interact, have a dialogue, and collaborate with staff to innovate and create new products and services at booking and stay encounters. These interactions may allow hotels to develop a strong foundation of common knowledge on value management and disabled customers.

Keywords: Co-creation; Analytic hierarchy process; Hotel industry; Disabled customers (search for similar items in EconPapers)
Date: 2015
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Citations: View citations in EconPapers (1)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:jbrese:v:68:y:2015:i:7:p:1630-1634

DOI: 10.1016/j.jbusres.2015.02.007

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