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

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

Natália Araújo Pacheco2016

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

Natália Araújo Pacheco · Larissa Becker · Vinícius Andrade Brei

12 citations·0/0 files stored·Journal of Retailing and Consumer Services

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

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References

1985An attributional theory of achievement motivation and emotion.2006Service-dominant logic: reactions, reflections and refinements 2003Psychological Implications of Customer Participation in Co-Production 1984Consumer Reactions to Product Failure: An Attributional Approach 2004Is There a Universal Positivity Bias in Attributions? A Meta-Analytic Review of Individual, Developmental, and Cultural Differences in the Self-Serving Attributional Bias.2010Is Customer Participation in Value Creation a Double-Edged Sword? Evidence from Professional Financial Services Across Cultures 2007A descriptive model of the consumer co-production process 2000Attributional Thoughts about Consumer Behavior

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2022Service Provider to the Rescue: How Firm Recovery of Do-It-Yourself Service Failure Turns Consumers from Competitors to Satisfied Customers 2024Consumer autonomy: A strategy to alleviate the self-serving bias in tourism value co-creation

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2023Service failure and service recovery: A hybrid review and research agendaarticle · 6 shared references 2017Whom do customers blame for a service failure? Effects of thought speed on causal locus attributionarticle · 6 shared references 2023Low and high outcome quality in co-created hospitality services: Two explanations for consumer satisfactionarticle · 6 shared references 2015Co-creation of service recovery: Utilitarian and hedonic value and post-recovery responsesarticle · 5 shared references 2012Service Locus of Control and Customer Coproductionarticle · 5 shared references 2016Recovering Coproduced Service Failuresarticle · 5 shared references

Details

Year2016

Typearticle

Published2016-10-14

VenueJournal of Retailing and Consumer Services

ISSN-L0969-6989

Languageen

Citations12

Files0 public / 0

ShelfService and Product Innovation

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doi10.1016/j.jretconser.2016.09.012

openalex_workW2529862800

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