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Incorporating Self-Serve Technology into Co-Production Designs

Incorporating Self-Serve Technology into Co-Production Designs

Ulrike Schultze, Anita D. Bhappu
Copyright: © 2005 |Volume: 1 |Issue: 4 |Pages: 23
ISSN: 1548-3673|EISSN: 1548-3681|ISSN: 1548-3673|EISBN13: 9781615205813|EISSN: 1548-3681|DOI: 10.4018/jec.2005100101
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MLA

Schultze, Ulrike, and Anita D. Bhappu. "Incorporating Self-Serve Technology into Co-Production Designs." IJEC vol.1, no.4 2005: pp.1-23. http://doi.org/10.4018/jec.2005100101

APA

Schultze, U. & Bhappu, A. D. (2005). Incorporating Self-Serve Technology into Co-Production Designs. International Journal of e-Collaboration (IJeC), 1(4), 1-23. http://doi.org/10.4018/jec.2005100101

Chicago

Schultze, Ulrike, and Anita D. Bhappu. "Incorporating Self-Serve Technology into Co-Production Designs," International Journal of e-Collaboration (IJeC) 1, no.4: 1-23. http://doi.org/10.4018/jec.2005100101

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Abstract

Co-production, which is the direct involvement of customers in the design, delivery, and marketing of goods and services that they themselves consume, implies customer-firm collaboration. The nature of this collaboration, however, is highly dependent on the organization’s service design, which increasingly includes Internet-based, self-serve technology (SST). While there is considerable research on service design, most of this research fails to consider the role and implications of information technology in co-production. In order to remedy this shortcoming, we build on prior research to develop a contingency theory of co-production design. Using cases of Internet-based SST (e.g., online airline reservations and recommendation-based sales systems), we highlight the unintended consequences of implementing SST in the different co-production designs. In this way, our research contributes to our understanding of information technology’s implications for co-production.

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