Article ID | Journal | Published Year | Pages | File Type |
---|---|---|---|---|
1017211 | Journal of Business Research | 2015 | 5 Pages |
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.
Related Topics
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Authors
Susana Navarro, Dolores Garzón, Norat Roig-Tierno,