Abstract
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.
| Original language | English |
|---|---|
| Peer-reviewed scientific journal | Journal of Retailing and Consumer Services |
| Volume | 34 |
| Pages (from-to) | 95-101 |
| ISSN | 0969-6989 |
| DOIs | |
| Publication status | Published - 2017 |
| MoE publication type | A1 Journal article - refereed |
Keywords
- 512 Business and Management
- co-production
- customer participation
- self-serving bias
- locus attribution
- regret
- disappointment