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| Format: | Artículo científico |
| Language: | en |
| Published: |
Associação Nacional de Pós-Graduação e Pesquisa em Administração
2013
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| Subjects: | |
| Online Access: | https://www.redalyc.org/articulo.oa?id=84125793006 |
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Table of Contents:
- A Perceived-Control Based Model to Understanding the Effects of Co-Production on Satisfaction Natália Araujo Pacheco Renaud Lunardo Cristiane Pizzutti dos Santos Administración y Contabilidad Co control perceived production information 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 ofco-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 usefultofirms 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. 2013 artículo científico 1807-7692 https://www.redalyc.org/articulo.oa?id=84125793006 en http://www.redalyc.org/revista.oa?id=841 BAR - Brazilian Administration Review application/pdf Associação Nacional de Pós-Graduação e Pesquisa em Administração BAR - Brazilian Administration Review (Brasil) Num.2 Vol.10