“Tailoring” customization services

Abstract

Purpose The aim of this article is to examine the interaction effect of customization mode and regulatory focus on the “tailoring” outcomes of customized services in both the number of options retained and consumer evaluations. Design/methodology/approach Two experiments investigate the interaction between customization mode and consumer regulatory focus, together with mediating and moderating factors. Findings An interaction effect of customization mode and regulatory focus exists: it significantly influences the number of options retained, and prevention‐focused consumers retain more options in the final customized offering than promotion‐focused consumers in subtractive customization, whereas this effect is reduced in additive customization; it significantly affects how consumers evaluate the customization service with regard to task enjoyment and attitudes toward products; and it is fully mediated by task enjoyment and positively moderated by product familiarity. Originality/value This article provides an important contribution to service customization design and regulatory focus theory by shedding light on the interaction between customization mode and consumer regulatory focus and revealing how this interaction affects the decision outcomes of customization services.

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