How face-to-face feedback influences guest outcome evaluation of co-production: Changing or shaping guest experiences?

Furenes, May Irene; Øgaard, Torvald; Gjerald, Olga

doi:10.1016/j.tmp.2016.11.004

Cited by 8 publications

(6 citation statements)

References 52 publications

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“…In addition, customers' experiences with the outcome (e.g., the product, service, task, etc.) are important aspects of satisfaction (Furenes et al., 2017; Hildebrand et al., 2013). Therefore, further studies exploring the effect of feedback in such creative, novel and problem solving tasks on people's satisfaction with autonomy, expertise, products and services are needed.…”

Section: Discussionmentioning

confidence: 99%

“…We assessed the quality of the sample of this study according to the recommendations of the Cochrane Handbook for Systematic Reviews of Interventions (Higgins and Green, 2005). In total, six publications were included in the meta-analysis (Burgers et al., 2015; De Muynck et al., 2017; DeNisi et al., 1983; Furenes et al., 2018; Furenes et al., 2017; Seevers et al., 2014), consisting of 22 (single) RCTs for inclusion in the meta-analysis.…”

Section: Methodsmentioning

confidence: 99%

“…When evaluation of risk of bias was missing, we attempted to contact the authors. In most cases, we were not successful; however, for Furenes et al. (2017), we received information about the sample size for each intervention.…”

Section: Methodsmentioning

confidence: 99%

“…Other biasUnclearMeasure trait competence and need satisfaction. Measure trait competence may not be the same as measure competence. Furenes et al. (2017):Selection bias (random assignment)LowParticipants were randomly assigned to one of four conditions. Participants were randomly assigned.…”

Section: Methodsmentioning

confidence: 99%

“…While Hildebrand et al. (2013) found that feedback has a negative influence on customers' satisfaction with self-made outcomes, a more recent study (Furenes et al., 2017) found that feedback does not influence customers' satisfaction with their task performance. Consequently, a rigorous overview of how feedback drives customers’ satisfaction with their task performance is needed.…”

Section: Introductionmentioning

confidence: 96%

See 4 more Smart Citations

A systematic review and meta-analysis: the effect of feedback on satisfaction with the outcome of task performance

Furenes

Røislien

Gjerald

et al. 2019

Heliyon

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BackgroundKnowledge of how to improve consumer satisfaction with the outcome of co-production in services with high levels of interaction is important for achieving and maintaining a competitive advantage in the service industry.ObjectivesThe aim of this paper is to review and meta-analyse research on the relationship between aspects of feedback to customers in interaction-intense encounters and the customer's satisfaction with the outcome.MethodsWe followed recommendations of the Cochrane Handbook for Systematic Review and Interventions to do a review and meta-analysis of relevant empirical research. From January 2018 to July 2018, we systematically searched PsycINFO, Business Source Complete, Science Direct and Web of Science for relevant studies.ResultsA total of six articles – consisting of 22 RCTs – were identified and included in the meta-analysis. Results indicate that feedback valence, with an effect size of 0.61 (0.43, 0.78), and feedback style, with an effect size of 0.82 (0.08, 1.57), have an impact on customers’ satisfaction with the outcome of co-production. For feedback interventions, effect size -0.29 (-0.69, 0.11), and feedback medium, effect size 0.43 (-0.00, 0.86), the results are inconclusive.ConclusionsThe present study suggest that there is a significant relationship between satisfaction with the outcome of co-production and feedback style and valence. To satisfy customers, service providers should offer positive feedback. In order to extend our knowledge, more studies on the effect of different feedback styles on customers' satisfaction with the outcome of co-production are needed.

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Section: Discussionmentioning

confidence: 99%