Say it’s fantastic or say nothing at all: Effects of feedback on consumers’ satisfaction with the outcome of co-production
Journal article, Peer reviewed
Accepted version
Permanent lenke
http://hdl.handle.net/11250/2560091Utgivelsesdato
2018-08Metadata
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Originalversjon
Furenes, M.I., Gjerald, O., Øgaard, T. (2018) Say it’s fantastic or say nothing at all: Effects of feedback on consumers’ satisfaction with the outcome of co-production. Cogent Business & Management, https://doi.org/10.1080/23311975.2018.1516109Sammendrag
Participation in co-production is essential for consumers to ensure successful service outcomes. To ensure a satisfying service outcome, service providers offer consumers feedback on their task performance. This study contributes to a better understanding on how positive face-to-face feedback can drive consumers’ satisfaction. More knowledge of how feedback from service employees drives consumers’ satisfaction will help the service industry design, customize, and deliver meaningful experience-based products. By drawing on the self-presentation theory, in two experiments we tested how face-to-face feedback influence consumers´ satisfaction with the outcome of task performance. Our analysis showed that satisfaction with self-produced outcome were lower when participants’ was aware of others during co-production. Furthermore, participants’ were more satisfied when they received positive face-to-face feedback about the outcome of their own task performance than positive face-to-face feedback on the process underlying task performance.