Forced Co-Production in Service Supply Chain: A Case Study of the 2026 Schiphol Airport Winter Disruption
(2026) SMMP40 20261Department of Service Studies
- Abstract
- Co-production, as a mechanism with collaborative and voluntary nature within the service-oriented logic framework, presents different characteristics in the event of system collapse. When the service infrastructure fails, if the authorities withdraw from the frontline, leaving a gap that disrupts the normal contracts of services. This study focuses on the winter disruption at Schiphol Airport in Amsterdam in January 2026, which reflects the vulnerability of the service supply chain. Although a large amount of service management literature has explored the participation of consumers under stable conditions, there is a scarcity of empirical research on how the system can self-repair when multiple crises such as digital platform failures and... (More)
- Co-production, as a mechanism with collaborative and voluntary nature within the service-oriented logic framework, presents different characteristics in the event of system collapse. When the service infrastructure fails, if the authorities withdraw from the frontline, leaving a gap that disrupts the normal contracts of services. This study focuses on the winter disruption at Schiphol Airport in Amsterdam in January 2026, which reflects the vulnerability of the service supply chain. Although a large amount of service management literature has explored the participation of consumers under stable conditions, there is a scarcity of empirical research on how the system can self-repair when multiple crises such as digital platform failures and staff shortages occur. Therefore, this study adopts an interpretivist approach and social constructivist theory, using a qualitative single-case study method to explore this phenomenon and integrating empirical data from semi-structured interviews, network observations on digital platforms, and official documents. Our research results break the active-passive classification model of consumer behavior. Instead, we describe a dynamic continuum of co-production, including passive stable type, active coordinated type, and active generative type participation, while revealing the dark side of the service logic, which we call "forced co-production". When the authorities lose control and the digital infrastructure collapses, stranded passengers do not experience the satisfactory results generated by idealized value co-creation. They are subjected to the pressure of being transferred and have to undertake operations, acting as temporary travel agents and translators in multiple roles, merely to complete the journey and pay some unpaid labor. Moreover, we find that there is a significant individual difference in self-management ability under such crises. We call this phenomenon "stratified resilience", which shows how legal restrictions such as non-Schengen visa traps, financial limitations, and customer prioritization weaponize the paralyzed terminals to counter marginalized groups. Finally, this study combines service supply chain theory with power dynamics to explore, providing detailed theoretical insights for forced co-production and important practical significance for more equitable emergency management in the aviation network. (Less)
Please use this url to cite or link to this publication:
https://lup.lub.lu.se/student-papers/record/9236965
- author
- Gu, Xiaojing LU and Chang, Yuxin
- supervisor
-
- John Olsson LU
- organization
- course
- SMMP40 20261
- year
- 2026
- type
- H2 - Master's Degree (Two Years)
- subject
- keywords
- Forced Co-production, Service Disruption, Service Supply Chain, Schiphol Airport
- language
- English
- id
- 9236965
- date added to LUP
- 2026-06-12 13:33:57
- date last changed
- 2026-06-12 13:33:57
@misc{9236965,
abstract = {{Co-production, as a mechanism with collaborative and voluntary nature within the service-oriented logic framework, presents different characteristics in the event of system collapse. When the service infrastructure fails, if the authorities withdraw from the frontline, leaving a gap that disrupts the normal contracts of services. This study focuses on the winter disruption at Schiphol Airport in Amsterdam in January 2026, which reflects the vulnerability of the service supply chain. Although a large amount of service management literature has explored the participation of consumers under stable conditions, there is a scarcity of empirical research on how the system can self-repair when multiple crises such as digital platform failures and staff shortages occur. Therefore, this study adopts an interpretivist approach and social constructivist theory, using a qualitative single-case study method to explore this phenomenon and integrating empirical data from semi-structured interviews, network observations on digital platforms, and official documents. Our research results break the active-passive classification model of consumer behavior. Instead, we describe a dynamic continuum of co-production, including passive stable type, active coordinated type, and active generative type participation, while revealing the dark side of the service logic, which we call "forced co-production". When the authorities lose control and the digital infrastructure collapses, stranded passengers do not experience the satisfactory results generated by idealized value co-creation. They are subjected to the pressure of being transferred and have to undertake operations, acting as temporary travel agents and translators in multiple roles, merely to complete the journey and pay some unpaid labor. Moreover, we find that there is a significant individual difference in self-management ability under such crises. We call this phenomenon "stratified resilience", which shows how legal restrictions such as non-Schengen visa traps, financial limitations, and customer prioritization weaponize the paralyzed terminals to counter marginalized groups. Finally, this study combines service supply chain theory with power dynamics to explore, providing detailed theoretical insights for forced co-production and important practical significance for more equitable emergency management in the aviation network.}},
author = {{Gu, Xiaojing and Chang, Yuxin}},
language = {{eng}},
note = {{Student Paper}},
title = {{Forced Co-Production in Service Supply Chain: A Case Study of the 2026 Schiphol Airport Winter Disruption}},
year = {{2026}},
}