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Cited by 1,493

The DOI matches its Crossref record; 5 of the 5 references it cites were found in a registry or an index.

Psychological Implications of Customer Participation in Co-Production

Open access
Bendapudi, Neeli, Leone, Robert P.·2003·Journal of Marketing
DOI 10.1509/jmkg.67.1.14.18592
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Abstract

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.

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Metadata

Authors
Bendapudi, N., & Leone, R. P.
Venue
Journal of Marketing
Publisher
SAGE Publications
Published
2003-01
Volume
67
Issue
1
Pages
14-28
ISSN
  • 0022-2429 (ISSN-L)
  • 1547-7185
DOI
10.1509/jmkg.67.1.14.18592
OpenAlex
W2166649938
Cited by
1,493
References
5
FWCI
30.86
Type
journal article
Language
en
Open access
green

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Bibliographic data: Semantic Scholar, OpenAlex, Crossref.

Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).

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