Co-creation in hotel–disable customer interactions
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.
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