IDEAS home Printed from https://ideas.repec.org/a/eee/bushor/v55y2012i2p179-188.html
   My bibliography  Save this article

Enhancing customer self-efficacy in co-producing service experiences

Author

Listed:
  • Ford, Robert C.
  • Dickson, Duncan R.

Abstract

The service sector is dependent upon customers’ willingness to contribute their knowledge, skills, and abilities to co-produce the service experiences they want and expect. Service organizations therefore seek to employ strategies that will enhance their customers’ ability to do whatever they must to be successful in co-producing those experiences. Applying the concept of self-efficacy, we offer a theory-based approach to developing these strategies that firms may utilize. These strategies involve focusing both employee training and environmental cues on how to enhance the self-efficacy of the customer in performing whatever tasks are necessary toward a successful service experience.

Suggested Citation

  • Ford, Robert C. & Dickson, Duncan R., 2012. "Enhancing customer self-efficacy in co-producing service experiences," Business Horizons, Elsevier, vol. 55(2), pages 179-188.
    • Handle: RePEc:eee:bushor:v:55:y:2012:i:2:p:179-188
    DOI: 10.1016/j.bushor.2011.11.005
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0007681311001819
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.bushor.2011.11.005?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Cheung, Millissa F.Y. & To, W.M., 2011. "Customer involvement and perceptions: The moderating role of customer co-production," Journal of Retailing and Consumer Services, Elsevier, vol. 18(4), pages 271-277.
    2. Beck, James W. & Gregory, Jane Brodie & Carr, Alison E., 2009. "Balancing Development With Day-to-Day Task Demands: A Multiple-Goal Approach to Executive Coaching," Industrial and Organizational Psychology, Cambridge University Press, vol. 2(3), pages 293-296, September.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Ford, Robert C. & McColl-Kennedy, Janet R., 2015. "Organizational strategies for filling the customer can-do/must-do gap," Business Horizons, Elsevier, vol. 58(4), pages 459-468.
    2. Tsou, Hung-Tai & Hsu, Sheila Hsuan-Yu, 2015. "Performance effects of technology–organization–environment openness, service co-production, and digital-resource readiness: The case of the IT industry," International Journal of Information Management, Elsevier, vol. 35(1), pages 1-14.
    3. Daniel R Clark & Dan Li & Dean A Shepherd, 2018. "Country familiarity in the initial stage of foreign market selection," Journal of International Business Studies, Palgrave Macmillan;Academy of International Business, vol. 49(4), pages 442-472, May.
    4. Andrews A. Yalley, 2022. "Customer readiness to co-production of mobile banking services: a customer-only co-production perspective," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 27(2), pages 81-95, June.
    5. Yen-Hao Hsieh & I-Chun Chuang, 2020. "Evaluation of key factors for service experience: A comparison of tourism factories and international tourism hotels," Tourism Economics, , vol. 26(3), pages 404-436, May.
    6. Minvielle, Etienne & Waelli, Mathias & Sicotte, Claude & Kimberly, John R., 2014. "Managing customization in health care: A framework derived from the services sector literature," Health Policy, Elsevier, vol. 117(2), pages 216-227.
    7. Ruwan Abeysekera & Dean Patton & Andrew Mullineux, 2015. "Co-Production in Business Counselling in Microfinance Setting: A Conceptual Approach," Journal of Enterprising Culture (JEC), World Scientific Publishing Co. Pte. Ltd., vol. 23(03), pages 299-319, September.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Agnieszka Izabela Baruk, 2021. "Prosumers’ Needs Satisfied Due to Cooperation with Offerors in the Context of Attitudes toward Such Cooperation," Energies, MDPI, vol. 14(22), pages 1-16, November.
    2. Tseng, Fang-Mei & Chiang, Lan-Lung (Luke), 2016. "Why does customer co-creation improve new travel product performance?," Journal of Business Research, Elsevier, vol. 69(6), pages 2309-2317.
    3. Cheung, Millissa F.Y. & To, W.M., 2021. "Effect of customer involvement on co-creation of services: A moderated mediation model," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
    4. Kumar Rakesh Ranjan & Stuart Read, 2016. "Value co-creation: concept and measurement," Journal of the Academy of Marketing Science, Springer, vol. 44(3), pages 290-315, May.
    5. Ramadan, Zahy B. & Farah, Maya F. & Kassab, Danielle, 2019. "Amazon's approach to consumers’ usage of the Dash button and its effect on purchase decision involvement in the U.S. market," Journal of Retailing and Consumer Services, Elsevier, vol. 47(C), pages 133-139.
    6. Chen, Shiuann-Shuoh & Choubey, Bhaskar & Singh, Vinay, 2021. "A neural network based price sensitive recommender model to predict customer choices based on price effect," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
    7. Lorena Blasco-Arcas & Blanca I. Hernandez-Ortega & Julio Jimenez-Martinez, 2014. "Collaborating online: the roles of interactivity and personalization," The Service Industries Journal, Taylor & Francis Journals, vol. 34(8), pages 677-698, May.
    8. W. To & Joyce Tam & Millissa Cheung, 2013. "Explore how Chinese consumers evaluate retail service quality and satisfaction," Service Business, Springer;Pan-Pacific Business Association, vol. 7(1), pages 121-142, March.
    9. Stuart Read & Stefan Michel & Jan H. Schumann & Kumar Rakesh Ranjan, 2019. "Pricing co-created value: an integrative framework and research agenda," AMS Review, Springer;Academy of Marketing Science, vol. 9(3), pages 155-183, December.
    10. Fellesson, Markus & Salomonson, Nicklas, 2016. "The expected retail customer: Value co-creator, co-producer or disturbance?," Journal of Retailing and Consumer Services, Elsevier, vol. 30(C), pages 204-211.
    11. Jung, Jin Ho & Yoo, Jaewon, 2019. "The effects of deviant customer-oriented behaviors on service friendship: The moderating role of co-production," Journal of Retailing and Consumer Services, Elsevier, vol. 48(C), pages 60-69.
    12. Sugathan, Praveen & Ranjan, Kumar Rakesh & Mulky, Avinash G., 2017. "Atypical Shifts Post-failure: Influence of Co-creation on Attribution and Future Motivation to Co-create," Journal of Interactive Marketing, Elsevier, vol. 38(C), pages 64-81.
    13. Koistinen, Katri & Järvinen, Raija, 2016. "Comparing perceived insecurity among customers and retail staff during service encounters," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 80-92.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:bushor:v:55:y:2012:i:2:p:179-188. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/locate/bushor .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.