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Co-creation of values at one Bed and Breakfast accommodation
Uppsala University, Disciplinary Domain of Science and Technology, Technology, Department of Engineering Sciences, Industrial Engineering & Management. Uppsala University. (Hållbara besök)
2018 (English)In: 21th International Q-MOD Conference on Quality and Service Sciences / [ed] SuMi Dahlgaard-Park, 2018Conference paper, Published paper (Refereed)
Abstract [en]

Abstract

 

Purpose This paper aims to study how 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.

 

Method 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 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 accommodationcontributes 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 knowledgeabout 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.

 

Originality/Value of paper - The study makes a contribution to the knowledge of processes of co-creation values by exploring how some visitors and their hosts experienced the visits to the island. The study can help bridging the gap in the views and actions on co-creation of values among visitors and those who are visited.

 

Keywords: BnB accommodation, experiences, processes of value co-creation, sensemaking, 

 

Place, publisher, year, edition, pages
2018.
Series
Anette Oxenswärdh
Keywords [en]
BnB accommodation, experiences, processes of value co-creation, sensemaking
National Category
Business Administration Engineering and Technology
Research subject
Engineering Science with specialization in industrial engineering and management
Identifiers
URN: urn:nbn:se:uu:diva-359398OAI: oai:DiVA.org:uu-359398DiVA, id: diva2:1244410
Conference
21st QMOD Conference 22-24 August 2018, Cardiff, UK
Available from: 2018-08-31 Created: 2018-08-31 Last updated: 2019-01-03Bibliographically approved

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CiteExportLink to record
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Citation style
  • apa
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Output format
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