dc.contributor.author | Furenes, May Irene | |
dc.contributor.author | Gjerald, Olga | |
dc.contributor.author | Øgaard, Torvald | |
dc.date.accessioned | 2018-08-30T11:57:06Z | |
dc.date.available | 2018-08-30T11:57:06Z | |
dc.date.created | 2018-08-29T13:02:56Z | |
dc.date.issued | 2018-08 | |
dc.identifier.citation | 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, | nb_NO |
dc.identifier.issn | 2331-1975 | |
dc.identifier.uri | http://hdl.handle.net/11250/2560091 | |
dc.description.abstract | 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. | nb_NO |
dc.language.iso | eng | nb_NO |
dc.publisher | Cogent OA | nb_NO |
dc.rights | Navngivelse 4.0 Internasjonal | * |
dc.rights.uri | http://creativecommons.org/licenses/by/4.0/deed.no | * |
dc.subject | co-production | nb_NO |
dc.subject | satisfaction | nb_NO |
dc.subject | feedback | nb_NO |
dc.subject | tilbakemelding | nb_NO |
dc.subject | kundetilfredshet | nb_NO |
dc.title | Say it’s fantastic or say nothing at all: Effects of feedback on consumers’ satisfaction with the outcome of co-production | nb_NO |
dc.type | Journal article | nb_NO |
dc.type | Peer reviewed | nb_NO |
dc.description.version | acceptedVersion | nb_NO |
dc.rights.holder | © 2018 The Authors | nb_NO |
dc.subject.nsi | VDP::Social science: 200::Economics: 210::Business: 213 | nb_NO |
dc.source.journal | Cogent Business & Management | nb_NO |
dc.identifier.doi | https://doi.org/10.1080/23311975.2018.1516109 | |
dc.identifier.cristin | 1605271 | |
cristin.unitcode | 217,7,6,0 | |
cristin.unitname | Norsk hotellhøgskole | |
cristin.ispublished | false | |
cristin.fulltext | postprint | |
cristin.qualitycode | 1 | |