6533b7d0fe1ef96bd125aed0
RESEARCH PRODUCT
Co-creation in hotel–disable customer interactions
Norat Roig-tiernoSusana NavarroDolores Garzónsubject
MarketingValue (ethics)Knowledge managementbusiness.industryPrincipal (computer security)Analytic hierarchy processCustomer relationship managementHospitality industryCommon knowledgeNew product developmentCo-creationIndustria hoteleraBusinessMarketingdescription
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. 2.129 JCR (2015) Q2, 40/120 Business UEM
| year | journal | country | edition | language |
|---|---|---|---|---|
| 2015-07-01 |