What can be a consequence of poor management of co-production roles?

The consequence of poor management of co-production roles can indeed lead to confusion and frustration among both employees and guests. Co-production refers to the collaborative nature of service delivery, where both service providers and customers play active roles in the creation and delivery of a service experience. When these roles are poorly managed, it can result in unclear expectations, miscommunication, and a lack of coordination between staff and guests.

For instance, if employees are not adequately trained or informed about their responsibilities in relation to guest participation, guests might become uncertain about what is expected of them, or they may feel disengaged from the service process. This can lead to a disjointed experience where guests do not feel valued or understood, causing dissatisfaction and negative emotions. As a result, the overall experience suffers, which undermines the effectiveness of the service environment.

In contrast, effective management of these roles can foster clarity, enhance guest involvement, and contribute positively to their experience, but when mismanaged, the opposite occurs, leading directly to confusion and frustration.