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A perceived-control based model to understanding the effects of co-production on satisfaction
dc.contributor.author | Pacheco, Natália Araújo | pt_BR |
dc.contributor.author | Lunardo, Renaud | pt_BR |
dc.contributor.author | Santos, Cristiane Pizzutti dos | pt_BR |
dc.date.accessioned | 2019-05-08T02:34:52Z | pt_BR |
dc.date.issued | 2013 | pt_BR |
dc.identifier.issn | 1807-7692 | pt_BR |
dc.identifier.uri | http://hdl.handle.net/10183/193987 | pt_BR |
dc.description.abstract | This article represents an initial effort to analyze the complex linkages among co-production, perceived control and satisfaction. Co-production refers to the consumer participation in production activities and is here considered a proxy for behavioral control as it allows consumers to have some control over the process of the desired product or service. Considering the increase of co-production in consumption activities, understanding the linkage between the control from the co-production process and the satisfaction toward the related consumption may be quite useful to firms interested in adopting such a managerial tool. Two experimental studies – one in a service setting and the other in a product setting – show that co-production positively affects customer’s satisfaction through the mediating effect of perceived control. Information gain and refund choice, representing cognitive and decisional controls respectively, also enhance customers’ perceived control. | en |
dc.format.mimetype | application/pdf | pt_BR |
dc.language.iso | eng | pt_BR |
dc.relation.ispartof | BAR. Brazilian Administration Review. Curitiba, PR. Vol. 10, n. 2 (Apr./June 2013), p. 219-238 | pt_BR |
dc.rights | Open Access | en |
dc.subject | Co-production | en |
dc.subject | Satisfação do consumidor | pt_BR |
dc.subject | Perceived control | en |
dc.subject | Comportamento do consumidor | pt_BR |
dc.subject | Information | en |
dc.subject | Refund choice | en |
dc.subject | Satisfaction | en |
dc.title | A perceived-control based model to understanding the effects of co-production on satisfaction | pt_BR |
dc.type | Artigo de periódico | pt_BR |
dc.identifier.nrb | 000883725 | pt_BR |
dc.type.origin | Nacional | pt_BR |
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