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

An important step in managing guests as quasi-employees is to carefully and completely define the roles you want guests to play.

Thinking of guests as quasi-employees means that the hospitality organization must

Co-production usually increases the time required for service.

Organizations can also use guest participation as part of a ______ strategy.

Some guests resent having to co-produce any part of the experience for which they are paying.

Guests typically do not like to go to empty restaurants or poorly attended festivals because the idea of being with others or people watching is part of the expected service experience.

Guests act as unpaid consultants in the following examples, except for

If a guest is incapable of co-production, it is best to quietly help them so they can keep their dignity.

If "firing" a guest becomes necessary, the organization should

Involving guests in service delivery usually has little if any impact on

Co-production requires the service delivery system and the service environment to be

To cut costs all organizations should always use full guest participation.

Letting guests participate can build guest commitment and repeat business.

Co-production is in the organization's interest when it can save money, increase production efficiency, or differentiate its services from those of competitors.

Which of the following is a group coupon site used by guests to save money, but also serves as a guest-generated marketing tool for organizations?

Quick-serve restaurants tend to permit more co-production of the guest experience than fine-dining restaurants.

Allowing hotel guests to make restaurant reservations by touch-screen television is an example of co-production.

George Tilyou's idea of co-production at Steeplechase Park was never to embarrass any guests in front of other guests.

Guests can be allowed or encouraged to co-produce their own experiences if they have the necessary knowledge, skills, and abilities.

When guests serve themselves, they are usually helping the organization save on its labor costs.