Exploring value co-creation strategies to improve e-reputation in the hotel industry: insights from Fez, Morocco

Abstract

In the context of a rapidly evolving digital landscape, the co-creation of value with customers has gained importance in both academic and business realms, particularly within the hospitality sector. This study aims to analyze the integration of value co-creation strategies to enhance the online reputation of hotels, with a focus on active customer involvement. Using a qualitative research strategy, the study involved semi-structured, in-person interviews with twenty hotel managers from various hotels in Fez, Morocco. Thematic analysis of the interview data, conducted using NVivo 14 software, highlighted the critical role of value co-creation, customer experience, and e-reputation in enhancing hotels’ online reputation. Key sub-themes identified under value co-creation include active collaboration, innovation based on customer needs, and taking into account online comments. Regular online surveys were also significant for gathering customer proposals. In terms of customer experience, themes such as engagement, satisfaction, and perception were prominent. E-reputation management emerged as crucial, with sub-themes including real-time monitoring and response, integrating feedback into improvement processes, adopting advanced tools, and adapting online reputation strategies based on continuous feedback. The results underscore the interconnectedness of customer engagement, experience, and e-reputation. Integrating strategies that consider online comments and adopt advanced tools significantly improves the online reputation of hotels. Conclusions advocate for a cohesive approach prioritizing customer experience and continuous improvement, through innovative technologies and strategic adjustments to meet evolving customer needs, fostering a positive and enduring hotel online presence.