Say it’s fantastic or say nothing at all: Effects of feedback on consumers’ satisfaction with the outcome of co-production

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 dr...

Descripción completa

Guardado en:

Detalles Bibliográficos
Autores principales:	May Irene Furenes, Olga Gjerald, Torvald Øgaard
Formato:	article
Lenguaje:	EN
Publicado:	Taylor & Francis Group 2018
Materias:	co-production feedback satisfaction self-presentation experiments Business HF5001-6182 Management. Industrial management HD28-70
Acceso en línea:	https://doaj.org/article/b5dc80662000421091e793420043c7d0
Etiquetas:	Agregar Etiqueta Sin Etiquetas, Sea el primero en etiquetar este registro!

id	oai:doaj.org-article:b5dc80662000421091e793420043c7d0
record_format	dspace
spelling	oai:doaj.org-article:b5dc80662000421091e793420043c7d02021-12-02T14:07:32ZSay it’s fantastic or say nothing at all: Effects of feedback on consumers’ satisfaction with the outcome of co-production2331-197510.1080/23311975.2018.1516109https://doaj.org/article/b5dc80662000421091e793420043c7d02018-01-01T00:00:00Zhttp://dx.doi.org/10.1080/23311975.2018.1516109https://doaj.org/toc/2331-1975Participation 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 influences consumers’ satisfaction with the outcome of task performance. Our analysis showed that satisfaction with self-produced outcome was lower when participants were 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.May Irene FurenesOlga GjeraldTorvald ØgaardTaylor & Francis Grouparticleco-productionfeedbacksatisfactionself-presentationexperimentsBusinessHF5001-6182Management. Industrial managementHD28-70ENCogent Business & Management, Vol 5, Iss 1 (2018)
institution	DOAJ
collection	DOAJ
language	EN
topic	co-production feedback satisfaction self-presentation experiments Business HF5001-6182 Management. Industrial management HD28-70
spellingShingle	co-production feedback satisfaction self-presentation experiments Business HF5001-6182 Management. Industrial management HD28-70 May Irene Furenes Olga Gjerald Torvald Øgaard Say it’s fantastic or say nothing at all: Effects of feedback on consumers’ satisfaction with the outcome of co-production
description	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 influences consumers’ satisfaction with the outcome of task performance. Our analysis showed that satisfaction with self-produced outcome was lower when participants were 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.
format	article
author	May Irene Furenes Olga Gjerald Torvald Øgaard
author_facet	May Irene Furenes Olga Gjerald Torvald Øgaard
author_sort	May Irene Furenes
title	Say it’s fantastic or say nothing at all: Effects of feedback on consumers’ satisfaction with the outcome of co-production
title_short	Say it’s fantastic or say nothing at all: Effects of feedback on consumers’ satisfaction with the outcome of co-production
title_full	Say it’s fantastic or say nothing at all: Effects of feedback on consumers’ satisfaction with the outcome of co-production
title_fullStr	Say it’s fantastic or say nothing at all: Effects of feedback on consumers’ satisfaction with the outcome of co-production
title_full_unstemmed	Say it’s fantastic or say nothing at all: Effects of feedback on consumers’ satisfaction with the outcome of co-production
title_sort	say it’s fantastic or say nothing at all: effects of feedback on consumers’ satisfaction with the outcome of co-production
publisher	Taylor & Francis Group
publishDate	2018
url	https://doaj.org/article/b5dc80662000421091e793420043c7d0
work_keys_str_mv	AT mayirenefurenes sayitsfantasticorsaynothingatalleffectsoffeedbackonconsumerssatisfactionwiththeoutcomeofcoproduction AT olgagjerald sayitsfantasticorsaynothingatalleffectsoffeedbackonconsumerssatisfactionwiththeoutcomeofcoproduction AT torvaldøgaard sayitsfantasticorsaynothingatalleffectsoffeedbackonconsumerssatisfactionwiththeoutcomeofcoproduction
_version_	1718391927612637184

Say it’s fantastic or say nothing at all: Effects of feedback on consumers’ satisfaction with the outcome of co-production

Ejemplares similares