A perceived-control based model to understanding the effects of co-production on satisfaction
AUTOR(ES)
Pacheco, Natália Araujo, Lunardo, Renaud, Santos, Cristiane Pizzutti dos
FONTE
BAR, Braz. Adm. Rev.
DATA DE PUBLICAÇÃO
2013-06
RESUMO
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.
Documentos Relacionados
- Co-production of Proteases and Bioactive Protein Hydrolysates from Bioprocessing of Feather Meal
- Co-Production of Nattokinase and Poly (γ-Glutamic Acid) Under Solid-State Fermentation Using Soybean and Rice Husk
- Agro-industrial residues and starch for growth and co-production of polyhydroxyalkanoate copolymer and α-amylase by Bacillus sp. CFR-67
- A Temporal Model of Perceived Control to Explain Service Failures
- Proposta de modelo de parcerias cidadã como estratégia de gestão da co-produção do bem público : estudo de caso do programa catarinense de parcerias público-privado