Atypical Shifts Post-failure: Influence of Co-creation on Attribution and Future Motivation to Co-create

Sugathan, Praveen; Ranjan, Kumar Rakesh; Mulky, Avinash G.

doi:10.1016/j.intmar.2017.01.002

Cited by 52 publications

(59 citation statements)

References 117 publications

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“…Co-creation with customers refers to the active involvement of customers in the information production, information management, and experience production processes (Etgar, 2008). The companies' need for reaching the environmental resources and the technological developments are main factors in the development of the co-creation with customers in practice (Arnould, 2008;Sugathan et al, 2017). The technological developments have made it easy for businesses to reach the environmental resources through cooperation, interaction, and communication.…”

Section: Co-creation Value Co-creation and Customer Citizenship Behamentioning

confidence: 99%

“…The basic assumption in these studies is that the co-creation with customers produces a value and this value has an effect on the service outputs such as quality (Grissemann & Stokburger-Sauer, 2012;Prebensen et al, 2013;Bell & Babyak, 2018), satisfaction (Namasivayam & Guchait, 2013;Flores & Vasquez-Parraga, 2015;Prebensen & Xie, 2017;Assiouras et al, 2019), re-purchase (Fitzpatrick et al, 2013;Park & Ha, 2016;Arıca & Kozak, 2018), and customer citizenship behavior (Yi & Gong, 2013;Assiouras et al, 2019;Gong & Yi, 2019). Likewise, some researchers argue that in the tourism sector, the information shared between the business and customers nourish each other by means of the value co-creation with customers, thereby developing the service outputs through improving and personalizing services (Ford & Heaton, 2000;Chan & Guillet, 2011;Sugathan et al, 2017;Arıca & Kozak, 2019). On the other hand, some researchers emphasize that the co-creation with customers may cause negative effects on the quality of the service outputs due to the following: complexity in the service processes and performance management; economic burdens; risk of failure to manage customer expectations and relationships; making it difficult to control strategic plans; and complicating the business management (Kelley et al, 1990;Ford & Heaton, 2000;Hoyer et al, 2010).…”

Section: Introductionmentioning

confidence: 99%

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The Mediating Role of the Tourists’ Citizenship Behavior Between the Value Co-Creation and Satisfaction

Arıca

Çorbacı

2020

Advances in Hospitality and Tourism Research (AHTR)

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The purpose of this study was to determine the mediating role of the tourists' citizenship behavior between the value co-creation with customers and customer satisfaction. The data of the study was collected through a survey administered to the tourists who visited Antalya and purchased the touristic products through the co-creation. Confirmatory factor analysis, structural equation modeling analyses, and SPSS process extension analysis were carried out on 252 valid survey data collected from the sample. The results of the study showed that the value co-creation with customers was clustered in two factors: (i) experience quality value and (ii) individual value. The tourists' citizenship behavior consisted of four factors: (i) advocacy behavior, (ii) tolerance behavior, (iii) helping behavior and (iv) feedback behavior. According to another result of the study, the value co-creation with customers had a statistically significant and positive direct effect on customer satisfaction and the dimensions constituting the citizenship behavior of the tourists. Furthermore, it was concluded that the mediating effects of the advocacy and tolerance dimensions on the relationship between the value co-creation with customers and customer satisfaction were found to be statistically significant and positive.

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Section: Co-creation Value Co-creation and Customer Citizenship Behamentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

The Mediating Role of the Tourists’ Citizenship Behavior Between the Value Co-Creation and Satisfaction

Arıca

Çorbacı

2020

Advances in Hospitality and Tourism Research (AHTR)

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“…Recent research has turned its attention to how the customer and the service firm cocreate service recovery to achieve a favorable customer experience. As in previous research, a number of different theories have been applied to explore this dyadic relationship and the perceived fairness of the outcome from the customer's perspective, including justice theory (Gohary et al 2016a, b) and attribution theory (Sugathan et al 2017). In contrast with the firmand customer-oriented approaches, the dyadic orientation focuses on how the customer and the service firm cocreate value during the service recovery process (Roggeveen et al 2012, Xu et al 2014b).…”

Section: The Dyadic Orientationmentioning

confidence: 99%

“…The contemporary service landscape requires a broader view, because multiple actors collaborate in shaping the recovery process and therefore the customer experience. Dyadic research typically conceptualizes service recovery encounters as single interactions in which the customer and service firm integrate their resources (Xu et al 2014a, Dong et al 2016, Sugathan et al 2017). However, the concept of corecovery introduced by Dong et al (2008) illustrated that current theorizing is problematic.…”

Section: Limitations Of Previous Approachesmentioning

confidence: 99%

“…3, pp. 201-212, © 2019 The Author(s) that role to include resource integration (Xu et al 2014a, Sugathan et al 2017. In this regard, scholars have argued the need to accommodate greater complexity, because value cocreation during service recovery encounters often extends beyond a single encounter to a series of interactions and dialogs in seeking to identify and resolve the customer's concerns (Park and Ha 2016).…”

Section: Limitations Of Previous Approachesmentioning

confidence: 99%

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Moving Toward Collaborative Service Recovery: A Multiactor Orientation

2019

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Please scroll down for article-it is on subsequent pagesWith 12,500 members from nearly 90 countries, INFORMS is the largest international association of operations research (O.R.) and analytics professionals and students. INFORMS provides unique networking and learning opportunities for individual professionals, and organizations of all types and sizes, to better understand and use O.R. and analytics tools and methods to transform strategic visions and achieve better outcomes. For more information on INFORMS, its publications, membership, or meetings visit Abstract. Service recovery research has traditionally been firm-centric, focusing primarily on the time and effort expended by firms in addressing service failures. The subsequent shift to a customer-centric orientation addressed the customer's role in recovery situations, and the recent dyadic orientation has explored the effectiveness of their joint efforts. However, earlier conceptualizations failed to take adequate account of the complexity of service recovery encounters in which multiple actors collaborate and integrate resources. This study explores how multiactor collaborations influence the customer's experience of service recovery by adopting a multiactor orientation and by applying service-dominant logic. After reviewing the customer experience literature, a collaborative recovery experience framework is developed that emphasizes the joint efforts of multiple actors and customers to achieve a favorable recovery experience. In a contextualization, the usefulness of the new framework to explain customer experiences in collaborative service processes is shown. Finally, further research avenues are proposed.

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Consumer cynicism in service failures

Strizhakova

Usrey

Johnson

2021

Psychology and Marketing

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Despite growing corporate commitments to being customer-centric, many customers perceive firms as self-driven and caring only about their own business interests. This sentiment is projected in consumer cynicism, or negative consumer attitudes based on the disbelief in the sincerity of firms' motives and actions. We argue that consumer cynicism emerges in response to negative marketplace situations, such as service and product failures. Across four scenario-based experiments and one video-based experiment, our research examines cynicism as a key mediator, transmitting the effect of double deviation (i.e., a failure in delivery and in subsequent recovery) on negative electronic word-ofmouth and repurchase intention. We further demonstrate that consumer cynicism can be minimized when the provider uses cocreated recovery (i.e., engages consumers in recovery) even if the recovery fails and when the provider offers a strong empathetic apology (either before or after recovery failure). Our research contributes to consumer and service recovery research by highlighting an important but overlooked role of consumer cynicism in the context of double deviation. We also offer managerial insights into cocreation and empathetic apologies as cost-effective recovery strategies to minimize cynicism.

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Atypical Shifts Post-failure: Influence of Co-creation on Attribution and Future Motivation to Co-create

Cited by 52 publications

References 117 publications

The Mediating Role of the Tourists’ Citizenship Behavior Between the Value Co-Creation and Satisfaction

The Mediating Role of the Tourists’ Citizenship Behavior Between the Value Co-Creation and Satisfaction

Moving Toward Collaborative Service Recovery: A Multiactor Orientation

Consumer cynicism in service failures

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