Exam 8: Involving the Guest: the Co-Creation of Value

The amount of control over the quality, value, risk, or efficiency of the experience that guests think they acquire by participating is more important than the actual degree of control in determining the value of guest participation.

A child being left unsupervised and pulling all the levers of the frozen yogurt on purpose spilling it all over the floor is probably a need for an abrupt firing.

Hospitality organizations can rely on highly paid, experienced, and well-trained sales representatives to represent the company.

One example of co-production is when a guest provides feedback on a review site such as Yelp or TripAdvisor.

Which example below is the most appropriate use of co-production?

Guest participation can help waits feel shorter.

How can co-production reduce a customer's perceived or actual wait time?

Other guests are a part of the service environment.

Co-production leads to a decrease in training costs for an organization.

One example of the high cost of failure is

If firing a guest becomes necessary, a subtle firing is always better than an abrupt firing.

The more ______ guests are with the organization, the more qualified they are to provide technical feedback.

A good service organization would never fire a guest.

If guests co-produce their own experiences, they take more ownership of service failures.

One strategy to invite guests to participate is to let the organization's market segment know that everyone entering the service setting must provide some of the service themselves.

Which of the following is a disadvantage of co-production for the organization?

Tipping is an example of how guests can motivate employee behavior.

Guest co-production ______ the role of the guest-contact employee.

Guests are co-producers in which of the following examples?

Guests have less contact with service personnel than the organization's own supervisors do.