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A light in the dark: The benefits of co-production in service failures

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  • Pacheco, Natália Araújo
  • Becker, Larissa Carine Braz
  • Brei, Vinícius Andrade

Abstract

Co-production is increasingly common but, at the same time, services failures are inevitable. Considering that previous studies are controversial about the effects of failed co-produced services, the goal of this research is to investigate the influence of co-production on causal locus attribution, in addition to emotional and attitudinal outcomes. Two experimental studies show that co-production reduces the self-serving bias, a result that brings implications for the services literature and practice. In addition to the positive effects of co-production, evidenced by previous studies, this research shows that companies and customers can benefit from co-production even when failures occur.

Suggested Citation

  • Pacheco, Natália Araújo & Becker, Larissa Carine Braz & Brei, Vinícius Andrade, 2017. "A light in the dark: The benefits of co-production in service failures," Journal of Retailing and Consumer Services, Elsevier, vol. 34(C), pages 95-101.
    • Handle: RePEc:eee:joreco:v:34:y:2017:i:c:p:95-101
    DOI: 10.1016/j.jretconser.2016.09.012
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    References listed on IDEAS

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    Cited by:

    1. Martinez, Luisa M. & Pacheco, Natália & Ramos, Filipe R. & Bicho, Marta, 2023. "Would you try it again? Dual effects of customer mindfulness on service recovery," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).

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