Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/30075
Title: Co-production versus co-creation : a process based continuum in the hotel service context
Authors: Chathoth, P
Altinay, L
Harrington, RJ
Okumus, F
Chan, ESW 
Keywords: Co-production
Co-creation
Experience
Strategy
Service dominant logic
Hotels
Issue Date: 2013
Publisher: Pergamon Press
Source: International journal of hospitality management, 2013, v. 32, p. 11-20 How to cite?
Journal: International journal of hospitality management 
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.
URI: http://hdl.handle.net/10397/30075
ISSN: 0278-4319
EISSN: 1873-4693
DOI: 10.1016/j.ijhm.2012.03.009
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