“I Can Do It Myself:” Training the Service Consumer to Contribute to Service Productivity

Scene I: A major hotel. 1. Guest A called the desk right after check‐in to report a burned‐out light bulb and an absence of hot water; both were fixed in an hour. Guest A also slept better, as the hotel assigned him a quiet room when he identified himself as a light sleeper. Guest B did not communicate to management until check‐out time, when he complained that there was no hot water and he had to read in the dark; he was overheard by new guests checking in, who asked if the hotel was undergoing a disaster.