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Co-creation in hotel–disable customer interactions

Author

Listed:
  • Navarro, Susana
  • Garzón, Dolores
  • Roig-Tierno, Norat

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.

Suggested Citation

  • 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.
    • Handle: RePEc:eee:jbrese:v:68:y:2015:i:7:p:1630-1634
    DOI: 10.1016/j.jbusres.2015.02.007
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    References listed on IDEAS

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    1. 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.
    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. Yoram Wind & Thomas L. Saaty, 1980. "Marketing Applications of the Analytic Hierarchy Process," Management Science, INFORMS, vol. 26(7), pages 641-658, July.
    4. Shaw, Gareth & Bailey, Adrian & Williams, Allan, 2011. "Aspects of service-dominant logic and its implications for tourism management: Examples from the hotel industry," Tourism Management, Elsevier, vol. 32(2), pages 207-214.
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