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

Pacheco, Natália Araújo, Larissa Carine Braz Becker and Brei, Vinícius Andrade

Journal of Retailing and Consumer Services, 2017, vol. 34, issue C, 95-101

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.

Keywords: Co-production; Customer participation; Self-serving bias; Locus attribution; Regret; Disappointment (search for similar items in EconPapers)
Date: 2017
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Citations: View citations in EconPapers (2)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:34:y:2017:i:c:p:95-101

DOI: 10.1016/j.jretconser.2016.09.012

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