The effects of behavioral,cognitive, and decisional control in co-production service experiences |
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Authors: | Carol L Esmark Stephanie M Noble John E Bell David A Griffith |
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Institution: | 1.Department of Marketing, Quantitative Analysis, and Business Law,Mississippi State University,Mississippi State,USA;2.Department of Marketing and Supply Chain Management,University of Tennessee,Knoxville,USA;3.Department of Marketing,Lehigh University,Bethlehem,USA |
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Abstract: | Companies are encouraging customers to participate in the process of creating and delivering their offering(s). In this strategy, not only do providers select a level of customer co-production, but also the level of customer control. This study examines the effects of control types (cognitive, behavioral, and decisional) and their interaction on customers’ affective responses in service operations with varying levels of co-production. An extensive two-study design, across two service contexts, tests the interaction of different levels of co-production and control types on customers’ affective responses. Results show when decisional control is low, one additional control type (behavioral or cognitive) in the operational process can compensate for low decisional control. Theoretical and practical implications are discussed. |
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