Meeting the hospitality and the co-creation of value in a hotel

Abstract

Understanding the hospitality and co-creation of value in the hospitality services is essential for a hotel, including an innovation process, which motivates to deepen such knowledge and, therefore, this study aims to investigate the relationship between host and guest through of the reviews posted at Pousada da Pedra website. The guiding question of this research: How the hospitality between host and guest can contribute to make them feel welcomed and served, so they could have unique and memorable experiences during their stay in the hotel? In order to do so, it selected out the survey of secondary data of fifty reviews available on the company’s website, which were analyzed with the objective of finding elements that outline an hospitable relationship also the co-creation during the service development.
The results indicate the existence of hospitality through the recommendation of the guests and the quality of services, the experience of unique and memorable moments and the intention to return. These considerations come from the process of co-creation of value, in which the client is in a prominent position in the hospitality relationship between the guest and the host, in a contemporary context, in which the client seeks to share his impressions, concerns and perceptions.