im PublikationsserverTitelangaben
Bilstein, Nicola ; Matta, Shashi M. ; Hogreve, Jens
:
Can I Get a Helping Hand? Maybe Not: Understanding Co-Production in Service Recovery Processes.
In: Proceedings of the 42nd European Marketing Academy (EMAC) Conference. -
Istanbul, Turkey, 2013
Volltext
|
Link zum Volltext (externe URL): http://www.emac2013.org/Emac_2013_Proceedings.pdf |
Kurzfassung/Abstract
Despite the importance of co-production in service recovery processes, few studies have examined it so far. Equity theory is applied to hypothesize a negative relationship between co-production in recovery and satisfaction after recovery. Customers’ domain-specific expertise is included as a moderator of this relationship. Moreover, we examine the underlying cognitive process by including procedural justice as mediator. Using a scenario-experiment, we find that, in contrast to former results, customers who coproduce more are less satisfied after recovery. Particularly, we show that customers with high domain-specific expertise should not be required to highly co-produce in a recovery. These findings enable managers designing better recovery processes.
Forschungsprojekte
Weitere Angaben
| Publikationsform: | Aufsatz in einem Buch |
|---|---|
| Schlagwörter: | Co-Production, Service Recovery, Domain-Specific Expertise |
| Institutionen der Universität: | Wirtschaftswissenschaftliche Fakultät > Betriebswirtschaftslehre > ABWL und Dienstleistungsmanagement
Wirtschaftswissenschaftliche Fakultät > Betriebswirtschaftslehre > Business Administration, Innovation & Creativity |
| Begutachteter Aufsatz: | Ja |
| Titel an der KU entstanden: | Ja |
| KU.edoc-ID: | 14281 |
Letzte Änderung: 23. Nov 2021 14:15
URL zu dieser Anzeige: https://edoc.ku.de/id/eprint/14281/
