Online citations, reference lists, and bibliographies.
Please confirm you are human
(Sign Up for free to never see this)
← Back to Search

Psychological Implications Of Customer Participation In Co-Production

Neeli Bendapudi, Robert P. Leone
Published 2003 · Business

Save to my Library
Download PDF
Analyze on Scholarcy
Share
Customer participation in the production of goods and services appears to be growing. The marketing literature has largely focused on the economic implications of this trend and has not addressed customers’ potential psychological responses to participation. The authors draw on the social psychological literature on the self-serving bias and conduct two studies to examine the effects of participation on customer satisfaction. Study 1 shows that consistent with the self-serving bias, given an identical outcome, customer satisfaction with a firm differs depending on whether a customer participates in production. Study 2 shows that providing customers a choice in whether to participate mitigates the self-serving bias when the outcome is worse than expected. The authors present theoretical and practical implications and provide directions for further research.
This paper references
10.1037/0022-3514.74.2.378
The self-serving bias in relational context.
C. Sedikides (1998)
10.1108/EB024745
“I CAN DO IT MYSELF:” TRAINING THE SERVICE CONSUMER TO CONTRIBUTE TO SERVICE PRODUCTIVITY
C. Goodwin (1988)
10.1086/209448
Liberatory Postmodernism and the Reenchantment of Consumption
A. Firat (1995)
10.2307/2529119
Experimental Design: Procedures for the Behavioral Sciences
R. Kirk (1969)
10.5465/AME.1995.9506273283
Winning the Service Game
R. Gerard (1995)
10.1108/07363769310041929
Strategic green marketing
S. W. McDaniel (1993)
10.1177/002224298905300305
Strategic Adaptability and Firm Performance: A Market-Contingent Perspective
Daryl O. McKee (1989)
10.1177/002224299806200404
The Roles of Price, Performance, and Expectations in Determining Satisfaction in Service Exchanges
Glenn B. Voss (1998)
Co-opting Customer Competence,
C. K. Prahalad (2000)
10.1177/002224299205600403
The Development and Test of a Model of Transaction Negotiation
L. Rinehart (1992)
10.2307/1251411
Consumer perceptions of interpersonal equity and satisfaction in transactions: A field survey approach.
Richard L. Oliver (1989)
10.1177/002224299205600202
Explanations for Successful and Unsuccessful Marketing Decisions: The Decision Maker's Perspective
M. Curren (1992)
10.1108/EB024736
PERCEIVED SOCIAL CLASS APPEALS OF BRANDED GOODS AND SERVICES
K. Grønhaug (1988)
10.1086/209562
The Social Uses of Advertising: An Ethnographic Study of Adolescent Advertising Audiences
M. Ritson (1999)
10.1287/INTE.15.3.60
Consumer Participation and Productivity in Service Operations
J. Fitzsimmons (1985)
Enterprise One To One
Don Peppers (1997)
CUSTOMERIZATION: THE NEXT REVOLUTION IN MASS CUSTOMIZATION
J E R R Y W I N D A R V I N D R A N G A S W (2001)
10.5465/AMR.1983.4284740
Motivating the client/employee system as a service production strategy.
P. K. Mills (1983)
TOWARD AN UNDERSTANDING OF INEQUITY.
J. Adams (1963)
10.1016/0022-1031(76)90066-4
Effect of perceived choice, expected outcome, and observed outcome of an action on the causal attributions of actors
R. Arkin (1976)
10.1177/01461672012711012
Simulation, Scenarios, and Emotional Appraisal: Testing the Convergence of Real and Imagined Reactions to Emotional Stimuli
M. Robinson (2001)
10.1287/INTE.15.6.60
Misapplications Reviews: Before the Fall
A. Barnett (1985)
10.1037/1089-2680.3.1.23
Self-Threat Magnifies the Self-Serving Bias: A Meta-Analytic Integration
W. Campbell (1999)
10.5465/AMR.1982.4285367
Perspectives on the Technology of Service Operations
P. Mills (1982)
10.1016/0263-2373(96)00043-6
What postmodernism means to marketing managers
B. Cova (1996)
10.1002/PF.41219971807
The one-to-one future of fundraising
D. Peppers (1997)
10.1016/0030-5073(76)90016-7
Motivation through the Design of Work: Test of a Theory.
J. Hackman (1976)
Self-Service Consumer: An Exploratory Study,
Bateson (1985)
10.1177/0146167201279014
Inferences about Effort and Ability
G. Reeder (2001)
10.1016/0022-1031(73)90011-5
Effects of cooperation and competition on responsibility attribution after success and failure
R. Wolosin (1973)
10.1016/0030-5073(67)90024-4
Individual performance and self-evaluation in a simulated team
W. A. Johnston (1967)
10.1108/08876049510086008
Classifying health care offerings to gain strategic marketing insights
G. Hult (1995)
10.1037/H0040968
Towards an understanding of inequity
Adams Js (1963)
Customer participation in service production and delivery.
S. W. Kelley (1990)
10.1037/10320-003
Everyday egocentrism and everyday interpersonal problems.
T. Gilovich (1999)
10.1086/209135
Recent Attribution Research in Consumer Behavior: A Review and New Directions
Valerie S. Folkes (1988)
10.1177/0092070392202003
A general framework for explaining internal vs. external exchange
R. Lusch (1992)
10.1086/209301
The Ecological Validity of Photographic Slides and Videotapes in Simulating the Service Setting
John E. G. Bateson (1992)
10.1108/EUM0000000002512
Trading Places: Employees as Customers, Customers as Employees
M. Bowers (1990)
10.1177/0092070393211001
The nature and determinants of customer expectations of service
V. A. Zeithaml (1993)
10.1108/08876049310044529
From customer to competitor: consumer cooption in the service sector
Dale Fodness (1993)
10.1037/H0093892
Function of cues in the perceptual learning of visual slant: an experimental and theoretical analysis.
R. Freeman (1966)
10.1509/jmkg.64.3.50.18024
Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters
M. L. Meuter (2000)
10.1006/JRPE.1996.0005
Causality Orientations and the Disappearance of the Self-Serving Bias
C. Knee (1996)
10.1037/H0076486
Self-serving biases in the attribution of causality: Fact or fiction?
D. Miller (1975)
10.1037/H0092976
Generalized expectancies for internal versus external control of reinforcement.
J. B. Rotter (1966)
How to Improve Perceived Service Quality by Improving Customer Participation," in Developments in Marketing Science
Pratibha Dabholkar (1990)
10.1016/0148-2963(90)90038-F
Service encounters and service relationships: Implications for research
John A. Czepiel (1990)
10.1177/002224299806200205
Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing
Stephen S. Tax (1998)
10.1016/0167-8116(95)00027-5
Consumer evaluations of new technology-based self-service options: An investigation of alternative models of service quality
Pratibha A. Dabholkar (1996)
10.1086/209250
Perceived Control and the Effects of Crowding and Consumer Choice on the Service Experience
M. Hui (1991)
10.1177/009207039001800104
Development of a Taxonomy of Services to Gain Strategic Marketing Insights
J. Bowen (1990)
The actor and the observer: Divergent perceptions of the causes of behavior.
E. Jones (1972)
From Customer to Competitor: Consumer Co-Option in the Service
Fodness (1993)
10.5465/AMR.1996.9702100315
Customer Contributions to Quality: A Different View of the Customer-Oriented Firm
C. A. Lengnick-Hall (1996)
10.5465/AMR.1986.4283916
Clients as “Partial” Employees of Service Organizations: Role Development in Client Participation
P. Mills (1986)
10.1037/0033-295X.92.4.548
An attributional theory of achievement motivation and emotion.
B. Weiner (1985)
10.1002/(SICI)1520-6793(199812)15:8<811::AID-MAR6>3.0.CO;2-8
Customer control and evaluation of service validity and reliability
W. F. Raaij (1998)
10.1108/03090569510075334
Marketing in a postmodern world
A. Firat (1995)
Image and Reality in America: Consuming Images
Bill Moyers
10.2307/1252160
The Effects of Price - Comparison Advertising on Buyers'''' Perceptions of Acquisition Value, Transa
D. Grewal (1998)
10.1348/014466600164444
Among friends? An examination of friendship and the self-serving bias.
W. Campbell (2000)
10.1037/0022-3514.72.6.1268
The cultural construction of self-enhancement: an examination of group-serving biases.
S. Heine (1997)
10.1111/J.1467-6494.1979.TB00202.X
Attribution of success and failure revisited, or: The motivational bias is alive and well in attribution theory
M. Zuckerman (1979)
Look to Consumers to Increase Productivity
Christopher H Lovelock
10.1016/0167-8116(93)90009-N
Postmodernity: The age of marketing
A. Firat (1993)
10.2307/1251929
The behavioral consequences of service quality
Valarie A Zeithaml (1996)
10.2307/1251871
Evaluating service encounters: The effects of physical surroundings and employee responses.
M. J. Bitner (1990)
10.1108/IJSIM.1998.9.3.312.3
The Service Profit Chain: : How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value
B. Morris (1998)
10.5860/choice.38-0392
The Cluetrain Manifesto: The End of Business as Usual
R. Levine (2000)
10.1108/07363769310039085
Differentiation through customer involvement in production or delivery
J. H. Song (1993)



This paper is referenced by
10.1177/1094670503260132
Consumer-to-Consumer Conversations in Service Settings
K. Harris (2004)
A Perceived Control-Based Model of the Effects of Co-Production on Satisfaction
N. Pacheco (2011)
10.1080/14783363.2015.1090290
The influence of customer participation on service failure perceptions
E. Koç (2017)
10.1080/0267257X.2012.736874
Service co-creation and value realisation
T. Hilton (2012)
10.5539/IBR.V6N9P14
Are Brand Communities Influencing Brands through Co-creation? A Cross-National Example of the Brand AXE: In France and in Tunisia
H. Cherif (2013)
10.20878/CSHR.2009.15.1.009
An Analysis of the Differences in Market Directivity and Customer Satisfaction Based on Customer Participation Strategies in Developing Food service Products
정정일 (2009)
10.5901/MJSS.2014.V5N23P2739
Perceived Service Quality (SQ) and Customer Satisfaction (CS): Students’ Perceptions of Kenyan Private Universities
Eric E. Mang’unyi (2014)
Online Communities for Customer Support: A Study of Participation and its Antecedents
Njål Sivertstøl (2015)
Why Rosetta Can ’ t Dance : The Combinatorics of Standardizing Inter-organizational Service Processes
Derek Hillison (2008)
10.3968/%X
Research on Influence Factors of Crowdfunding
Huili Yao (2014)
Social Media: AT OOL FOR OPEN INNOVATION
Matthew Paul Mount (2014)
Analysis The Antecedents of Customer Satisfaction and Loyalty of Life Insurance in DKI Jakarta
Kristina Riya Hutabarat (2019)
10.1177/1094670513481108
The Service Delivery Network (SDN)
Stephen S. Tax (2013)
The influence of culture on willingness to co-create in the retail-banking sector: an explanatory cross-cultural study on Italian and Turkish young customers.
Alia Nastari (2014)
10.1108/S1745-3542(2012)0000008006
The Exploration of the Memorable Tourist Experience
L. Mathisen (2012)
10.1108/MAJ-08-2013-0916
Does client participation in an external audit affect their satisfaction with the audit service
David N. Herda (2014)
10.1504/IJSS.2014.061062
Role of service characteristics in determining the degree of customer involvement: a typology
Subhajit Chakraborty (2014)
10.1108/09604521111185592
How word of mouth communication varies across service encounters
B. Lang (2011)
10.1108/09564231111155114
Does Service-Dominant Design Result in a Better Service System?
B. Edvardsson (2011)
10.1007/978-3-030-23665-6_27
Unlocking the Value of Public Sector Personal Information Through Coproduction
W. Castelnovo (2020)
10.1080/15332969.2011.534331
Students as Consumers: Programming for Brand Loyalty
B. A. V. Schee (2011)
10.3390/resources8040167
Open Collaboration as Marketing Transformation Strategy in Online Markets: The Case of the Fashion Sector
C. Lorenzo-Romero (2019)
10.1109/ICIII.2013.6703562
How to improve customer participation through customer Education: From the perspective of customer readiness
Huang Min-xue (2013)
10.1007/978-3-8349-9407-3_2
Der Kundenintegrationsbegriff im (Dienstleistungs-) Marketing
M. Kleinaltenkamp (2009)
10.1002/MAR.20584
Consumer Participation: The Case of Home Meal Preparation
S. O. Olsen (2013)
10.1533/9780857097248.2.139
Co-creation of Value with Consumers as an Innovation Strategy in the Food and Beverage Industry: the Case of Molson Coors’ ‘Talking Can
M. Martinez (2013)
Co-creation: The ‘P’ of Participation. How co-creation affects product and brand attitudes and behavioural intentions of non co-creative consumers.
Lotte Oldemaat (2013)
10.1163/21971927-bja10004
Corporate-startup Co-creation for Increased Innovation and Societal Change
A. Steiber (2020)
10.1007/s10551-019-04314-5
The Role of Ethical Perceptions in Consumers’ Participation and Value Co-creation on Sharing Economy Platforms
Waqar Nadeem (2019)
10.1016/j.soscij.2018.08.010
Does customer co-creation value lead to electronic word-of-mouth? An empirical study on the short-video platform industry
Xing-Zheng Xie (2019)
10.1016/J.INTMAR.2018.04.002
The Effects of Online Incivility and Consumer-to-Consumer Interactional Justice on Complainants, Observers, and Service Providers During Social Media Service Recovery
T. Bacile (2018)
10.1108/BPMJ-09-2016-0185
A review of service quality and service delivery: Towards a customer co-production and customer-integration approach
Zyad M. Alzaydi (2018)
See more
Semantic Scholar Logo Some data provided by SemanticScholar