One guest always stays at the same hotel when she is in town because the employees greet her by name, and they always set up her room according to her indicated preferences in her loyalty club profile. This is an example of how co-production
A) builds commitment
B) decreases the guest's perceived value
C) serves as a differentiation strategy
D) cuts costs for the hotel

Question

Quizplus · Accepted Answer

Co-production involves working with customers to create value. By tailoring the guest's room according to her preferences, the hotel staff is co-producing with her to create a personalized experience that builds her commitment to the hotel. It does not necessarily decrease the guest's perceived value, serves as a differentiation strategy, or cuts costs for the hotel.

One Guest Always Stays at the Same Hotel When She