A1 Refereed original research article in a scientific journal

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




AuthorsPacheco Natália Araújo, Braz Becker Larissa Carine, Brei Vinícius Andrade

PublisherElsevier

Publication year2017

JournalJournal of Retailing and Consumer Services

Volume34

First page 95

Last page101

Number of pages7

ISSN0969-6989

eISSN1873-1384

DOIhttps://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 addresshttps://research.utu.fi/converis/portal/detail/Publication/17151555(external)


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.


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Last updated on 2024-26-11 at 20:29