Abstract
Acccommodating co-creation in a hotel experience
Highlights
The co-creation process within the New Zealand luxury accommodation sector has, until recently, been under researched
If co-creation is used to its full potential, it can give an organisation a competitive advantage due to increased customer satisfaction resulting in a positive impact on customer loyalty [4]
The main finding of the doctoral research was the consensus among guests, employees and managers that the luxury accommodation experience is materialised through a process of co-creation, involving the many different forms of interaction happening between guests, employees and managers, as well as with external contributors outside of the properties [1]
Summary
The co-creation process within the New Zealand luxury accommodation sector has, until recently, been under researched. Co-creation is about customers creating value for themselves through an interactive relationship with a company. The possible scope of the co-creation process, beyond à-la-carte menus, is being recognised by the luxury accommodation sector.
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