Co-Production in the Service Production and Delivery Process – Conceptualization and Future Research Fields

  • Nicola Bilstein


The customer is the integral part of a service process. Without him giving information or contributing effort, a service cannot be created. The degree of this customer participation varies across different services. In some services, only the physical presence of a customer is necessary while the provider's employees perform the service production independently. For the production of other services in turn, customers must participate in several service operations by allocating inputs, like tangible possessions, natural resources, information etc., or by actively co-producing the service by taking over central production roles. Irrespective of the degree of customer participation, it can be stated that for every service transaction a minimum of customer input (e.g. information) is obligatory.


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Copyright information

© Gabler Verlag | Springer Fachmedien Wiesbaden GmbH 2011

Authors and Affiliations

  • Nicola Bilstein
    • 1
  1. 1.Universität PaderbornPaderborn

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