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- Title
A Perceived-Control Based Model to Understanding the Effects of Co-Production on Satisfaction.
- Authors
Araujo Pacheco, Natália; Lunardo, Renaud; dos Santos, Cristiane Pizzutti
- 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.
- Subjects
PERCEIVED control (Psychology); CUSTOMER satisfaction; MANUFACTURING processes; PROCESS control systems; CONSUMPTION (Economics)
- Publication
BAR: Brazilian Administration Review, 2013, Vol 10, Issue 2, p219
- ISSN
1807-7692
- Publication type
Article
- DOI
10.1590/S1807-76922013000200007