Say it’s fantastic or say nothing at all: Effects of feedback on consumers’ satisfaction with the outcome of co-production

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

“…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.…”

“…Other biasUnclear Use of scenario may influence the outcome variable. Furenes et al., (2018):Selection bias (random assignment)LowWe randomly assigned all participants. Participants were randomly assigned. Performance bias (manipulation checks)LowDifferences ( t (52) = -7.14, p < 0.001) between the positive (n = 27, M = 6.33, SD = 0.78) and the neutral face-to-face feedback groups (n = 27, M = 4.26, SD = 1.29).To control for the manipulation of positive feedback, we asked the participants to select the statement that best explained whether the feedback was on “how good I am,” “effort in the task,” or the “taste of the juice”.…”

“What else is new?” identifying emerging psychosocial risk factors in hospitality employment

“…Conditioned flexibility is a job demand the employer presents as a benefit (flexible job), but it is essentially an added requirement that the employee must be flexible to accommodate the wishes of guests. This is also seen in service literature in the descriptions of the "moment of truth" in service delivery (Normann, 2000;Zeithaml et al, 1990), or managing "co-creation" (Furenes et al, 2018). Although just-in-time labour supply has been used to increase flexibility in the hospitality sector (e.g., Lai and Baum, 2005), this has not previously been linked to the psychosocial working environment and psychosocial risk assessment.…”

The effects of self‐awareness on consumer evaluation of experiential creation

“…This research provides fresh insight into the effect of situationally increased self‐awareness during the course of experiential creation on consumer evaluation of the experience. Specifically, we offer distinct contributions to the literature by (a) looking at real‐time effect of self‐awareness (vs. retrospective self‐report of feelings of accomplishment, Franke et al., 2010), examining the notion of self‐awareness in the context of experiential creation for the first time, (b) drawing on a key aspect of self‐awareness theory to demonstrate the systematic interaction between an individual consumer's own value and a product at hand, and (c) shifting the focus from the effect of self‐awareness on a standardized (i.e., success vs. failure) task (e.g., Furenes et al., 2018) to the effect of self‐awareness on a subjective task with richer experiential value (i.e., how satisfied a consumer feels). In addition, given the fast growing popularity of self‐awareness enhancing consumer practice (e.g., individual YouTube/Instagram channels), our findings carry significant weight from a managerial perspective.…”

“…In addition, our findings advance the understanding of self-awareness theory by illustrating the manner in which self-awareness has a nuanced effect on consumer experience based on the fit between consumer trait and the product nature.Another way in which the current work adds to the selfawareness literature is by the nature of the tasks that it focuses on.The vast majority of work on self-awareness has utilized tasks that are designed to give individuals instant success-failure feedback. In this prior work, (a) individuals received a result based on a uniform standard such as correct versus wrong or good versus bad (e.g., participants chose different flavors of juice to mix their own flavor and purportedly received feedback from experts on whether it was good or not;Furenes et al, 2018) and (b) a main research focus was on how self-awareness shapes individuals' causal attribution of the result to the self versus task (e.g., participants were assigned to a task to choose the correct two-dimensional figure to make a given three-dimensional figure and then attributed their performance to the self or to the environment;Duval & Silvia, 2002). Our research shifts the focus from the effect of self-awareness on an objective success-versus-failure task to that of a subjective task with richer experiential value (i.e., how satisfied a consumer feels).…”