A1 Refereed original research article in a scientific journal
A light in the dark: The benefits of co-production in service failures
Authors: Pacheco Natália Araújo, Braz Becker Larissa Carine, Brei Vinícius Andrade
Publisher: Elsevier
Publication year: 2017
Journal: Journal of Retailing and Consumer Services
Volume: 34
First page : 95
Last page: 101
Number of pages: 7
ISSN: 0969-6989
eISSN: 1873-1384
DOI: https://doi.org/10.1016/j.jretconser.2016.09.012(external)
Web address : http://dx.doi.org/10.1016/j.jretconser.2016.09.012(external)
Self-archived copy’s web address: https://research.utu.fi/converis/portal/detail/Publication/17151555(external)
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.
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