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Title: The paradox of co-production and service orientation : should hospitality firms reorient towards co-creation
Authors: Chathoth, P
Keywords: Hospitality management
Service management
Service facilitation
Issue Date: 2008
Source: 6th APacCHRIE Conference and THE-ICE Panel of Experts Forum 2008, Perth, Western Australia, 21-24 May 2008 (CD-ROM) How to cite?
Abstract: This paper explores the co-creation concept while suggesting that hospitality firms’ orientation towards their customers based on the co-production paradigm has been restricted. Lacuna in the service management literature is explained while highlighting the limitations pertaining to customers’ participation during co-production. The role of hospitality firms as service providers could be reoriented towards service facilitation if co-creation is used to create customer orientation. The characteristics of the service providers and service facilitators are explored and co-creation is explained from a service facilitation perspective.
Appears in Collections:Conference Paper

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