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Value co-creation among hotels and disabled customers: An exploratory study

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  • Navarro, Susana
  • Andreu, Luisa
  • Cervera, Amparo

Abstract

This study examines how service supplier and buyer value co-creation influences buyers' attitudes toward service providers. Service-dominant logic is a prevalent concept in the services industry, providing an important marketing theory in which intangible resources, co-creation of value, and relationships are the keys to determining marketing exchanges. This research describes a model for analyzing value co-creation management in the hotel industry, focusing on the specific market segment of disabled customers. This framework helps foster value co-creation to increase the benefits for participants during each stage of their relationship. The paper also presents the managerial implications of the research findings.

Suggested Citation

  • Navarro, Susana & Andreu, Luisa & Cervera, Amparo, 2014. "Value co-creation among hotels and disabled customers: An exploratory study," Journal of Business Research, Elsevier, vol. 67(5), pages 813-818.
    • Handle: RePEc:eee:jbrese:v:67:y:2014:i:5:p:813-818
    DOI: 10.1016/j.jbusres.2013.11.050
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    References listed on IDEAS

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    1. David L. Levy, 2005. "Offshoring in the New Global Political Economy," Journal of Management Studies, Wiley Blackwell, vol. 42(3), pages 685-693, May.
    2. Yi, Youjae & Gong, Taeshik, 2013. "Customer value co-creation behavior: Scale development and validation," Journal of Business Research, Elsevier, vol. 66(9), pages 1279-1284.
    3. Darcy, Simon, 2010. "Inherent complexity: Disability, accessible tourism and accommodation information preferences," Tourism Management, Elsevier, vol. 31(6), pages 816-826.
    4. Andreu, Luisa & Sánchez, Isabel & Mele, Cristina, 2010. "Value co-creation among retailers and consumers: New insights into the furniture market," Journal of Retailing and Consumer Services, Elsevier, vol. 17(4), pages 241-250.
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    Cited by:

    1. Hsieh, Jung-Kuei & Hsieh, Yi-Ching, 2015. "Dialogic co-creation and service innovation performance in high-tech companies," Journal of Business Research, Elsevier, vol. 68(11), pages 2266-2271.
    2. Navarro, Susana & Garzón, Dolores & Roig-Tierno, Norat, 2015. "Co-creation in hotel–disable customer interactions," Journal of Business Research, Elsevier, vol. 68(7), pages 1630-1634.
    3. Béal, Mathieu & Sabadie, William, 2018. "The impact of customer inclusion in firm governance on customers' commitment and voice behaviors," Journal of Business Research, Elsevier, vol. 92(C), pages 1-8.
    4. Trong Tuan Luu, 2019. "CSR and Customer Value Co-creation Behavior: The Moderation Mechanisms of Servant Leadership and Relationship Marketing Orientation," Journal of Business Ethics, Springer, vol. 155(2), pages 379-398, March.
    5. Cambra-Fierro, Jesús & Pérez, Lourdes & Grott, Emily, 2017. "“Towards a co-creation framework in the retail banking services industry: Do demographics influence?â€," Journal of Retailing and Consumer Services, Elsevier, vol. 34(C), pages 219-228.
    6. Tomej, Kristof & Duedahl, Eva, 2023. "Engendering collaborative accessibility through tourism: From barriers to bridges," Annals of Tourism Research, Elsevier, vol. 99(C).
    7. Zhong, Lina & Verma, Rohit & Wei, Wenqi & Morrsion, Alastair M. & Yang, Liyu, 2022. "Multi-stakeholder perspectives on the impacts of service robots in urban hotel rooms," Technology in Society, Elsevier, vol. 68(C).
    8. Damir Popović & Iva Slivar & Marli Gonan Božac, 2022. "Accessible Tourism and Formal Planning: Current State of Istria County in Croatia," Administrative Sciences, MDPI, vol. 12(4), pages 1-20, November.
    9. Prebensen, Nina K. & Xie, Jinghua, 2017. "Efficacy of co-creation and mastering on perceived value and satisfaction in tourists' consumption," Tourism Management, Elsevier, vol. 60(C), pages 166-176.
    10. Song, Seobgyu & Park, Kwangsoo, 2023. "Observing disability inclusion in service provision," Annals of Tourism Research, Elsevier, vol. 100(C).
    11. Yolanda María De La Fuente-Robles & María Dolores Muñoz-de-Dios & Ana Belén Mudarra-Fernández & Adrián Jesús Ricoy-Cano, 2020. "Understanding Stakeholder Attitudes, Needs and Trends in Accessible Tourism: A Systematic Review of Qualitative Studies," Sustainability, MDPI, vol. 12(24), pages 1-23, December.
    12. Hsien-Chih Kuo & Pin Luarn & I-Jen Chen, 2017. "Value Co-creation of Xiaomi in China," International Journal of Business and Economic Sciences Applied Research (IJBESAR), International Hellenic University (IHU), Kavala Campus, Greece (formerly Eastern Macedonia and Thrace Institute of Technology - EMaTTech), vol. 11(1), pages 26-33, December.
    13. Gisela Demo & Karla Coura & Fernanda Scussel & Graziela Azevedo, 2021. "How Do Brazilian Consumers Relate to Chocolate Brands? Validity and Reliability Evidence of the Chocolate Brands Relationship Scale," Sustainability, MDPI, vol. 13(10), pages 1-22, May.

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