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Processes of Value Co-Creation at a Tourist Accommodation
Uppsala University, Disciplinary Domain of Science and Technology, Technology, Department of Engineering Sciences, Industrial Engineering & Management.ORCID iD: 0000-0001-9690-2620
2018 (English)In: Quality Innovation Prosperity, ISSN 1335-1745, E-ISSN 1338-984X, Vol. 22, no 3, p. 36-54Article in journal (Refereed) Published
Abstract [en]

Purpose: This paper aims to study how a pair of hosts for one bed and breakfast establishment and their guests create value for the visit by communicating and interacting with each other on the island of Gotland.

Methodology/Approach: A case study was conducted on one single Bed and Breakfast (BnB) accommodation. An interview and a Questionnaire study were performed.

Findings: The study shows that there are several processes involved in the co- creation of values between visitors and hosts. Co-creation processes begin already when visitors are planning their visits to the island. Their expectations are created while choosing their accommodation type, often done online on different websites. Pre-information about the chosen BnB accommodation contributes to visitors’ expectations and image of the object, which can be seen as a part of their identities. In the physical meeting with the accommodation and the hosts and other guests, the co-creation process is strengthened. There are processes of participation, communication, creation of meaning for the stay, processes of trust and responsibilities which all together create a common culture which in turn contributes to co-creation of values for both parties. These processes also take place between guests. The processes are furthermore dependent on meaning-making and sensemaking processes. This all together generate knowledge about the destination and the values that enhance the positive experience of the visits. It also creates knowledge for the hosts about how they can develop their service to achieve increased customer satisfaction. Finally, these skills can be valuable for the continued planning and development of the tourism industry.

Place, publisher, year, edition, pages
2018. Vol. 22, no 3, p. 36-54
Keywords [en]
BnB accommodation; experiences; processes of value co-creation; sensemaking
National Category
Other Engineering and Technologies not elsewhere specified
Research subject
Education
Identifiers
URN: urn:nbn:se:uu:diva-368629DOI: 10.12776/qip.v22i3.1158OAI: oai:DiVA.org:uu-368629DiVA, id: diva2:1268460
Available from: 2018-12-05 Created: 2018-12-05 Last updated: 2018-12-06Bibliographically approved

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