Title

Co-production versus co-creation: A process based continuum in the hotel service context

Authors

Authors

P. Chathoth; L. Altinay; R. J. Harrington; F. Okumus;E. S. W. Chan

Comments

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Abbreviated Journal Title

Int. J. Hosp. Manag.

Keywords

Co-production; Co-creation; Experience; Strategy; Service dominant; logic; Hotels; DOMINANT LOGIC; CUSTOMER PARTICIPATION; COMPETITIVE ADVANTAGE; INNOVATIONS; STRATEGIES; RESOURCES; KNOWLEDGE; CONSUMERS; DELIVERY; PROVIDER; Hospitality, Leisure, Sport & Tourism

Abstract

This paper reviews the theoretical underpinnings of co-production and co-creation and discusses these service production approaches in a hotel context. Based on a synthesis of the literature, we present a co-production to co-creation matrix and offer several propositions: (1) the co-production versus co-creation concepts create a continuum rather than a dichotomy; (2) service innovation and the customisation of service production are conceived as lying somewhere between co-production and cocreation on this continuum; and (3) the key factors that define a typology of service production types (co-production, service innovation, customisation, and co-creation) include the primary value-creation driver and customer involvement/dialogue type. We further discuss the benefits for hotels of moving from co-production to co-creation on this continuum. As one of the first papers to discuss co-creation in hospitality, it contributes to the field by providing specific theoretical and practical implications for how hotel companies can move from co-production to co-creation. (C) 2013 Elsevier Ltd. All rights reserved.

Journal Title

International Journal of Hospitality Management

Volume

32

Publication Date

1-1-2013

Document Type

Article

Language

English

First Page

11

Last Page

20

WOS Identifier

WOS:000313997800003

ISSN

0278-4319

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