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Can I Get a Helping Hand? Maybe Not: Understanding Co-Production in Service Recovery Processes

Titelangaben

Verfügbarkeit überprüfen

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.

Weitere Angaben

Publikationsform:Aufsatz in einem Buch
Schlagwörter:Co-Production, Service Recovery, Domain-Specific Expertise
Institutionen der Universität:Wirtschaftswissenschaftliche Fakultät > Betriebswirtschaftslehre > Lehrstuhl für Allgemeine Betriebswirtschaftslehre und Dienstleistungsmanagement
Begutachteter Aufsatz:Ja
Titel an der KU entstanden:Ja
Eingestellt am:28. Mai 2014 10:54
Letzte Änderung:21. Aug 2017 15:35
URL zu dieser Anzeige:http://edoc.ku-eichstaett.de/14281/