From Value Co-creation to positive experiences and customer satisfaction. A customer perspective in the hotel industry
This study evaluates whether the Value Co-creation (VCC) process in hotels contributes to positive guest experience and satisfaction. This paper utilizes the DART model (Dialogue, Access, Risk, and Transparency) as the main framework to explore VCC in hotels. This research is the first to both adjus...
| Main Authors: | , , , |
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| Format: | Article |
| Language: | English |
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Vilnius Gediminas Technical University
2021-06-01
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| Series: | Technological and Economic Development of Economy |
| Subjects: | |
| Online Access: | https://journals.vgtu.lt/index.php/TEDE/article/view/14995 |
| _version_ | 1823946514839371776 |
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| author | Konstantinos Solakis Jesús Peña-Vinces Jesús M. Lopez-Bonilla Luis F. Aguado |
| author_facet | Konstantinos Solakis Jesús Peña-Vinces Jesús M. Lopez-Bonilla Luis F. Aguado |
| author_sort | Konstantinos Solakis |
| collection | DOAJ |
| description | This study evaluates whether the Value Co-creation (VCC) process in hotels contributes to positive guest experience and satisfaction. This paper utilizes the DART model (Dialogue, Access, Risk, and Transparency) as the main framework to explore VCC in hotels. This research is the first to both adjust the DART model to a customer’s viewpoint and evaluate it in the hotel context. The included data is derived from 484 international tourists lodged in Greek hotels and is analyzed with the structural equation modeling technique. Results suggest that the Dialogue component of DART does not affect the positive experience, while Access, Transparency, and Risk Assessment do, in fact, strongly influence tourist satisfaction. The current study enriches and consolidates VCC–DART theory in the hotel context. |
| first_indexed | 2024-12-17T09:32:54Z |
| format | Article |
| id | doaj.art-20d332469a5f4849910dfed4b2ee4308 |
| institution | Directory Open Access Journal |
| issn | 2029-4913 2029-4921 |
| language | English |
| last_indexed | 2024-12-17T09:32:54Z |
| publishDate | 2021-06-01 |
| publisher | Vilnius Gediminas Technical University |
| record_format | Article |
| series | Technological and Economic Development of Economy |
| spelling | doaj.art-20d332469a5f4849910dfed4b2ee43082022-12-21T21:54:06ZengVilnius Gediminas Technical UniversityTechnological and Economic Development of Economy2029-49132029-49212021-06-0127494896910.3846/tede.2021.1499514995From Value Co-creation to positive experiences and customer satisfaction. A customer perspective in the hotel industryKonstantinos Solakis0Jesús Peña-Vinces1Jesús M. Lopez-Bonilla2Luis F. Aguado3Department of Tourism Management, University of West Attica, Egaleo, GreeceDepartment of Business Management, Faculty of Economics and Business, Universidad de Sevilla, Sevilla, SpainDepartment of Business Management, Faculty of Economics and Business, Universidad de Sevilla, Sevilla, SpainDepartment of Economics, Faculty of Business and Economics sciences, Pontificia Universidad Javeriana, Seccional Cali, Cali, ColombiaThis study evaluates whether the Value Co-creation (VCC) process in hotels contributes to positive guest experience and satisfaction. This paper utilizes the DART model (Dialogue, Access, Risk, and Transparency) as the main framework to explore VCC in hotels. This research is the first to both adjust the DART model to a customer’s viewpoint and evaluate it in the hotel context. The included data is derived from 484 international tourists lodged in Greek hotels and is analyzed with the structural equation modeling technique. Results suggest that the Dialogue component of DART does not affect the positive experience, while Access, Transparency, and Risk Assessment do, in fact, strongly influence tourist satisfaction. The current study enriches and consolidates VCC–DART theory in the hotel context.https://journals.vgtu.lt/index.php/TEDE/article/view/14995dart modelvalue co-creationpositive experiencecustomer satisfactionhotel industry |
| spellingShingle | Konstantinos Solakis Jesús Peña-Vinces Jesús M. Lopez-Bonilla Luis F. Aguado From Value Co-creation to positive experiences and customer satisfaction. A customer perspective in the hotel industry Technological and Economic Development of Economy dart model value co-creation positive experience customer satisfaction hotel industry |
| title | From Value Co-creation to positive experiences and customer satisfaction. A customer perspective in the hotel industry |
| title_full | From Value Co-creation to positive experiences and customer satisfaction. A customer perspective in the hotel industry |
| title_fullStr | From Value Co-creation to positive experiences and customer satisfaction. A customer perspective in the hotel industry |
| title_full_unstemmed | From Value Co-creation to positive experiences and customer satisfaction. A customer perspective in the hotel industry |
| title_short | From Value Co-creation to positive experiences and customer satisfaction. A customer perspective in the hotel industry |
| title_sort | from value co creation to positive experiences and customer satisfaction a customer perspective in the hotel industry |
| topic | dart model value co-creation positive experience customer satisfaction hotel industry |
| url | https://journals.vgtu.lt/index.php/TEDE/article/view/14995 |
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