Coproduction (services)

Lars Groeger, Francis Buttle

Research output: Chapter in Book/Report/Conference proceedingEntry for encyclopedia/dictionary/reference book

Abstract

A key aspect of many services is that they require the customer to participate in coproducing the service product. While customers' involvement is often indispensable for the completion of service production and delivery processes, the degree of involvement varies between categories. In many instances, the customer's contribution to coproduction involves little other than self-service, such as withdrawing money from an automated teller machine (ATM).
Original languageEnglish
Title of host publicationWiley encyclopedia of management
Subtitle of host publicationVol. 9 : marketing
EditorsCary L Cooper
Place of PublicationChichester, UK
PublisherJohn Wiley & Sons
Volume9
ISBN (Print)9781119972518
DOIs
Publication statusPublished - 2014

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Keywords

  • coproduction
  • services
  • service dominant logic
  • self-service

Cite this

Groeger, L., & Buttle, F. (2014). Coproduction (services). In C. L. Cooper (Ed.), Wiley encyclopedia of management: Vol. 9 : marketing (Vol. 9). Chichester, UK: John Wiley & Sons. https://doi.org/10.1002/9781118785317.weom090043