A Perceived-Control Based Model to Understanding the Effects of Co-Production on Satisfaction
Journal Title: BAR: Brazilian Administration Review - Year 2013, Vol 10, Issue 2
Abstract
This article represents an initial effort to analyze the complex linkages among co-production, perceived control and satisfaction. Co-production refers to the consumer participation in production activities and is here considered a proxy for behavioral control as it allows consumers to have some control over the process of the desired product or service. Considering the increase of co-production in consumption activities, understanding the linkage between the control from the co-production process and the satisfaction toward the related consumption may be quite useful to firms interested in adopting such a managerial tool. Two experimental studies – one in a service setting and the other in a product setting – show that co-production positively affects customer’s satisfaction through the mediating effect of perceived control. Information gain and refund choice, representing cognitive and decisional controls respectively, also enhance customers’ perceived control.
Authors and Affiliations
Pacheco, Natália Araujo; Lunardo, Renaud; Santos, Cristiane Pizzutti dos
Keywords
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- EP ID EP40546
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