A perceived-control based model to understanding the effects of co-production on satisfaction

• Autor(a) principal: Pacheco, Natália Araújo
• Data de Publicação: 2013
• Outros Autores: Lunardo, Renaud, Santos, Cristiane Pizzutti dos
• Tipo de documento: Artigo
• Idioma: eng
• Título da fonte: Repositório Institucional da UFRGS
• Texto Completo: http://hdl.handle.net/10183/193987
• topic: Satisfação do consumidor; Comportamento do consumidor; Co-production; Perceived control; Information; Refund choice; Satisfaction

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.