Question 1

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

Accepted Answer

Co-production often involves collaboration between the organization and its clients or users in the production of services or goods, which can lead to increased training costs as staff may need to be trained to work effectively in these collaborative environments.

Question 2

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

Accepted Answer

False

Question 3

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

Accepted Answer

Quick-serve restaurants often allow customers to customize their orders and participate in the preparation process to a greater extent than fine-dining restaurants, making the experience more of a co-production between the guest and the establishment.

Question 4

An organization changing from full-service to co-production would probably have to make changes in its delivery system.

Accepted Answer

Full-service typically involves the organization delivering the entire service to the customer, whereas co-production involves the customer playing an active role in the delivery process. This shift would likely require changes in the organization's delivery system to accommodate increased customer involvement and collaboration.

Question 5

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

Accepted Answer

Co-production refers to the process where customers or users actively participate in the production or delivery of services or goods, such as self-service checkout or contributing ideas for product development. Providing feedback on a review site is an example of post-purchase engagement or customer feedback, not co-production.

Question 6

Most guests are willing to give feedback to servers about the quality of the service being provided.

Accepted Answer

This is generally true as guests want to ensure they have a positive experience and may provide feedback to help improve the service for future visits.

Question 7

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

Accepted Answer

Some guests prefer a fully immersive and effortless experience without any involvement in the production process.

Question 8

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

Accepted Answer

Co-production refers to the involvement of customers in the production process. Allowing hotel guests to make restaurant reservations using a touch-screen television involves the customer in the process of creating the reservation, therefore it is an example of co-production.

Question 9

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

Accepted Answer

Tipping is a form of incentive and can motivate service employees to provide better service to guests in hopes of receiving a larger tip.

Question 10

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

Accepted Answer

When guests serve themselves, they eliminate the need for staff to serve them, which can save the organization money on labor costs.

Question 11

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

Accepted Answer

If guests have the necessary knowledge, skills, and abilities, they can contribute to co-producing their own experiences, which can enhance their overall satisfaction and enjoyment. This is particularly common in adventure and eco-tourism settings, where guests may be invited to participate in activities or engage with local communities.

Question 12

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

Accepted Answer

The answer of Hospitality organizations can rely on highly paid,...

Question 13

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

Accepted Answer

The answer of If guests co-produce their own experiences, they...

Question 14

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

Accepted Answer

Defining guest roles is crucial in establishing clear expectations and responsibilities, just like in managing employees. This helps avoid confusion, misunderstandings, and possible conflicts, and ultimately improve guest satisfaction and performance.

Question 15

Quick-serve restaurants benefit from allowing co-production both in front of the counter and behind the counter.

Accepted Answer

The answer of Quick-serve restaurants benefit from allowing co-production both...

Question 16

Guests who serve as "consultants" to hospitality organizations usually receive a modest consulting fee.

Accepted Answer

Guests who serve as "consultants" in hospitality organizations typically do so in exchange for their feedback or participation in a service experience, not for a consulting fee.

Question 17

Co-production usually increases the time required for service.

Accepted Answer

Co-production often involves the participation of customers or clients in the production process, which can lead to more efficient service delivery and reduced time requirements, as it allows for better customization and immediate feedback.

Question 18

Other guests are a part of the service environment.

Accepted Answer

Other guests can play a significant role in shaping the service environment, such as their behavior and interactions with staff and other guests. Their actions can affect the overall experience for the customer.

Question 19

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

Accepted Answer

George Tilyou's Steeplechase Park, particularly the "Blowhole Theater," was designed to entertain spectators by playfully embarrassing guests, such as blowing air up women's skirts and knocking hats off men, in front of an audience.

Question 20

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

Accepted Answer

Full guest participation may not always be suitable for cutting costs as it depends on the organization's goals, the nature of the event, and the expectations of the participants. Some events may require professional services or a higher level of organization that guest participation cannot fulfill.

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