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

    Authors

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

    Comments

    Authors: contact us about adding a copy of your work at [email protected]

    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

    Share

    COinS
     

    Accessibility Statement

    This item was created or digitized prior to April 24, 2027, or is a reproduction of legacy media created before that date. It is preserved in its original, unmodified state specifically for research, reference, or historical recordkeeping. In accordance with the ADA Title II Final Rule, the University Libraries provides accessible versions of archival materials upon request. To request an accommodation for this item, please submit an accessibility request form.