| Journal: | BAR - Brazilian Administration Review |
| Database: | |
| System number: | 000552886 |
| ISSN: | 1807-7692 |
| Authors: | Pacheco, Natália Araujo1 Lunardo, Renaud2 Santos, Cristiane Pizzutti dos1 |
| Institutions: | 1Universidade Federal do Rio Grande do Sul, Porto Alegre, RS. Brasil 2Bordeaux Ecole de Management, Talence. Francia |
| Year: | 2013 |
| Season: | Abr-Jun |
| Volumen: | 10 |
| Number: | 2 |
| Pages: | 219-238 |
| Country: | Brasil |
| Language: | Inglés |
| English 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. |
| Keyword: | Co-production, Perceived control, Information, Refund choice, Satisfaction |
| Full text: | Texto completo (Ver HTML) Texto completo (Ver PDF) |
