This study evaluates whether the Value Co-creation (VCC) process in hotels contributes to positive guest experience and satisfaction. This paper utilizes the DART model (Dialogue, Access, Risk, and Transparency) as the main framework to explore VCC in hotels. This research is the first to both adjust the DART model to a customer’s viewpoint and evaluate it in the hotel context. The included data is derived from 484 international tourists lodged in Greek hotels and is analyzed with the structural equation modeling technique. Results suggest that the Dialogue component of DART does not affect the positive experience, while Access, Transparency, and Risk Assessment do, in fact, strongly influence tourist satisfaction. The current study enriches and consolidates VCC–DART theory in the hotel context.

中文翻译：

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从价值共创到积极体验和客户满意度。酒店行业的客户视角

本研究评估酒店中的价值共创 (VCC) 流程是否有助于积极的客户体验和满意度。本文利用 DART 模型（对话、访问、风险和透明度）作为主要框架来探索酒店中的 VCC。这项研究首次将 DART 模型调整为适应客户的观点并在酒店环境中对其进行评估。包含的数据来自希腊酒店的 484 名国际游客，并采用结构方程建模技术进行分析。结果表明，DART 的对话部分不会影响积极体验，而访问、透明度和风险评估实际上会强烈影响游客满意度。目前的研究丰富和巩固了酒店环境中的 VCC-DART 理论。