Value co-creation among hotels and disabled customers: An exploratory study

被引:76
作者
Navarro, Susana [1 ]
Andreu, Luisa [2 ]
Cervera, Amparo [2 ]
机构
[1] Univ Europea Valencia, Valencia 46010, Spain
[2] Univ Valencia, Fac Econ, Dept Mkt, Valencia 46022, Spain
关键词
Value co-creation; Service-dominant logic; Disabled customers; Hospitality industry; SERVICE-DOMINANT LOGIC; BUSINESS; DISABILITIES; PERSPECTIVE; INSIGHTS;
D O I
10.1016/j.jbusres.2013.11.050
中图分类号
F [经济];
学科分类号
02 ;
摘要
This study examines how service supplier and buyer value co-creation influences buyers' attitudes toward service providers. Service-dominant logic is a prevalent concept in the services industry, providing an important marketing theory in which intangible resources, co-creation of value, and relationships are the keys to determining marketing exchanges. This research describes a model for analyzing value co-creation management in the hotel industry, focusing on the specific market segment of disabled customers. This framework helps foster value co-creation to increase the benefits for participants during each stage of their relationship. The paper also presents the managerial implications of the research findings. (C) 2013 Elsevier Inc. All rights reserved.
引用
收藏
页码:813 / 818
页数:6
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