A light in the dark: The benefits of co-production in service failures

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• 作者：Natá ; lia Araú ; jo Pacheco^a ; ^b ; ¹ ; ^{natalia.a.pacheco@gmail.com} ; Larissa Carine Braz Becker^a ; ^c ; ² ; ^{larissamarketing@hotmail.com} ; Viní ; cius Andrade Brei^a ; ^{brei@ufrgs.br}
• 关键词：Co-production ; Customer participation ; Self-serving bias ; Locus attribution ; Regret ; Disappointment
• 刊名：Journal of Retailing and Consumer Services
• 出版年：2017
• 出版时间：January 2017
• 年：2017
• 卷：34
• 期：Complete
• 页码：95-101
• 全文大小：410 K
• 卷排序：34

文摘

Co-production is increasingly common but, at the same time, services failures are inevitable. Considering that previous studies are controversial about the effects of failed co-produced services, the goal of this research is to investigate the influence of co-production on causal locus attribution, in addition to emotional and attitudinal outcomes. Two experimental studies show that co-production reduces the self-serving bias, a result that brings implications for the services literature and practice. In addition to the positive effects of co-production, evidenced by previous studies, this research shows that companies and customers can benefit from co-production even when failures occur.