A1 Refereed original research article in a scientific journal

The relationship between the co-creation elements, satisfaction and trust in the service context




AuthorsLarissa Carine Braz Becker, Cristiane Pizzutti dos Santos, Mateus Nagel

PublisherUNIV NOVE JULHO

Publication year2016

JournalREMark : Revista Brasileira de Marketing

Volume15

Issue2

First page 263

Last page280

Number of pages18

ISSN2177-5184

DOIhttps://doi.org/10.5585/remark.v15i2.3063

Web address http://www.revistabrasileiramarketing.org/ojs-2.2.4/index.php/remark/article/view/3063


Abstract

New perspectives have emerged in marketing, based, for example, in the co-creation (Vargo & Lusch, 2004). This article aims to analyze the relationship between the elements of co-creation - dialogue, access, risk assessment and transparency -, satisfaction and trust in services with credence qualities (medical services) versus services with experience qualities (hairdresser services). To this end, we conducted a survey (n = 230) and moderated mediation analyses to analysis to investigate satisfaction as a mediator of the relationship between the elements of co-creation and trust, and the moderating role of the type of service. The findings show that satisfaction mediates the relationship between dialogue, access and transparency with trust, and these relationships are stronger for the medical service (credential service) than hairdresser service (experimental service). Thus, this paper contributes to the marketing literature by proposing new antecedents of trust for services with credence qualities, and empirically tests the co-creation through its elements.



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