Key factors in value co-creation for disabled customers and hotel services. An exploratory study of hotel managers

  1. Susana Navarro 1
  2. Amparo Cervera 2
  3. Luisa Andreu 2
  1. 1 Universidad Europea de Valencia
    info

    Universidad Europea de Valencia

    Valencia, España

  2. 2 Universitat de València
    info

    Universitat de València

    Valencia, España

    ROR https://ror.org/043nxc105

Revista:
Journal of Tourism Analysis = Revista de Análisis Turístico

ISSN: 1885-2564

Ano de publicación: 2015

Número: 20

Páxinas: 15-21

Tipo: Artigo

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Outras publicacións en: Journal of Tourism Analysis = Revista de Análisis Turístico

Resumo

The service dominant logic provides an adequate conceptual framework for understanding the way in which the consumer, through co-creation with the service provider, facilitates the development and marketing of tourism products. In particular, the aim of this study is to identify the key factors for value co-creation in hotel services for people with disabilities. There are few academic studies related to accessible tourism for people with disabilities, evidencing the need to deepen the experiences of disabled people and to study their interactions in the field of tourism. Several indepth interviews were conducted to analyze the point of view of hotel managers. The results indicate that the factors for the co-creation are related to the sequential steps of the interactions between hotels and disabled customers. This analysis highlights interesting academic as well as managerial implications for value co-creation, allowing hotels build a solid base of common knowledge in the field of value management.

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