Décaudin, Jean-Marc, Skourtis, Georgios, Assiouras, Ioannis and Karaosmanoglu, Elif (2018) Does the co-creation of service recovery create value for customers? The underlying mechanism of motivation and the role of operant resources. European Management Review, vol. 16 (n° 4). pp. 997-1013.

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Identification Number : 10.1111/emre.12301


This study focuses on the underlying mechanism that leads to co?recovery behaviour and favourable co?created value as response to a service failure. It argues that consumers’ ability to integrate their operant resources (e.g., knowledge and skills) to co?recover from a service failure motivates them to express higher value co?recovery in?role behaviour and hence enjoy higher hedonic and utilitarian values. To test this claim, our study investigates the impact of consumers’ ability to co?recover on value co?recovery in?role behaviour by taking into account extrinsic and intrinsic motivation as mediators. The results reveal that extrinsic motivation only partially mediates the relationship between ability to co?recover and value co?recovery in?role behaviour. Furthermore, the outcomes demonstrate that value co?recovery in?role behaviour increases utilitarian value but decreases hedonic value.

Item Type: Article
Language: English
Date: 29 June 2018
Refereed: Yes
Uncontrolled Keywords: co-creation, service recovery, motivation, operant resources, consumers
Subjects: C- GESTION
Divisions: TSM Research (Toulouse)
Site: UT1
Date Deposited: 16 Feb 2021 14:00
Last Modified: 12 Apr 2023 07:19
OAI Identifier: oai:tsm.fr:2698
URI: https://publications.ut-capitole.fr/id/eprint/42197
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