The impact of choice on co-produced customer value creation and satisfaction

Jason Flores · Arturo Z. Vásquez‐Parraga

83 citations0/0 files storedJournal of Consumer Marketing

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Service and Product Innovation Customer Service Quality and Loyalty Public Policy and Administration Research

Abstract

Purpose – This study’s aim is to investigate whether offering a co-production opportunity as a choice or as the only means of service rendering influences customer value creation and satisfaction. This research incorporates two empirically supported sources of co-created value, relational and economic, and it investigates a new dimension of co-created value, individual value. The study focus supports the need for more empirically based guidance for the management and design of co-creation processes. Design/methodology/approach – A 2 × 2 between-subjects experimental design was utilized to test the choice/no-choice condition. Data were collected through a survey of 214 respondents who were selected on the basis of their familiarity with the context of the experimental scenarios. Findings – The results show that co-production as an option for service rendering has a stronger positive impact on value creation than does the context when co-production is necessary. Choice was found to positively influence relational and economic value. Value creation was found to mediate the choice and satisfaction relationship. Individual value had the strongest relative impact on satisfaction but was not significantly related to choice. Practical implications – Designers and managers of co-production-enabling processes can enhance customer and organizational outcomes simply by offering customers a choice when considering whether or not to engage in co-production. Originality/value – This originality of this study lies in the supporting evidence found for the influence of choice on value creation and the empirical corroboration for individual value creation as a source of co-created value. The on-line context of this study in this context is also novel.

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References

2019Diffusion of Innovations 1 1991The fifth discipline, the art and practice of the learning organization 2003Evolving to a New Dominant Logic for Marketing 2007Managing the co-creation of value 2012Critical service logic: making sense of value creation and co-creation 2019Welcome to the experience economy 1999Building consumer trust online 1989Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach

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