Navarro, SusanaGarzón Benítez, María DoloresRoig Tierno, Norat2015-08-272015-08-272015Navarro, S., Garzón, D., & Roig-Tierno, N. (2015). Co-creation in hotel–disable customer interactions. Journal of Business Research, 68(7), 1630-1634.01482963http://hdl.handle.net/11268/4285This 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.engjournal article10.1016/j.jbusres.2015.02.007restricted accessIndustria hoteleraIndustria hotelera