Some searches may not work properly. We apologize for the inconvenience.
My bibliography Save this articleA light in the dark: The benefits of co-production in service failures
Author
Abstract
Suggested Citation
DOI: 10.1016/j.jretconser.2016.09.012
Download full text from publisher
As the access to this document is restricted, you may want to search for a different version of it.
References listed on IDEAS
- Zeelenberg, M. & van Dijk, W.W. & van der Pligt, J. & Manstead, A.S.R. & van Empelen, P. & Reinderman, D., 1998. "Emotional reactions to the outcomes of decisions : The role of counterfactual thought in the experience of regret and disappointment," Other publications TiSEM 5968cf3c-de93-4bbf-8445-e, Tilburg University, School of Economics and Management.
- Choi, Sunmee & Mattila, Anna S., 2008. "Perceived controllability and service expectations: Influences on customer reactions following service failure," Journal of Business Research, Elsevier, vol. 61(1), pages 24-30, January.
- Folkes, Valerie S, 1984. "Consumer Reactions to Product Failure: An Attributional Approach," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 10(4), pages 398-409, March.
- repec:cup:judgdm:v:3:y:2008:i::p:87-99 is not listed on IDEAS
- Zeelenberg, M. & van Dijk, W.W. & Manstead, A.S.R., 1998. "The experience of regret and disappointment," Other publications TiSEM 57c0c58e-e9a1-49f0-a024-d, Tilburg University, School of Economics and Management.
- Weiner, Bernard, 2000. "Attributional Thoughts about Consumer Behavior," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 27(3), pages 382-387, December.
- Zeelenberg, M. & van Dijk, W.W. & van der Pligt, J. & Manstead, A.S.R. & van Empelen, P. & Reinderman, D., 1998. "Emotional reactions to the outcomes of decision : The role of counterfactual thought in the experience of regret," Other publications TiSEM eafc28f9-18d6-4b76-b70f-3, Tilburg University, School of Economics and Management.
- Zeelenberg, Marcel & van Dijk, Wilco W. & van der Pligt, Joop & Manstead, Antony S. R. & van Empelen, Pepijn & Reinderman, Dimitri, 1998. "Emotional Reactions to the Outcomes of Decisions: The Role of Counterfactual Thought in the Experience of Regret and Disappointment," Organizational Behavior and Human Decision Processes, Elsevier, vol. 75(2), pages 117-141, August.
- Zeelenberg, M. & van Dijk, W.W. & van der Pligt, J. & Manstead, A.S.R. & van Empelen, P. & Reinderman, D., 1998. "Emotional reactions to the outcomes of decisions : The role of counterfactual thought in the experience of regret and disappointment," Discussion Paper 1998-35, Tilburg University, Center for Economic Research.
Citations
Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
Cited by:
- 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).
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.- Mookherjee, Satadruta & Lee, Jennifer J. & Sung, Billy, 2021. "Multichannel presence, boon or curse?: A comparison in price, loyalty, regret, and disappointment," Journal of Business Research, Elsevier, vol. 132(C), pages 429-440.
- Qin, Jie, 2015. "A model of regret, investor behavior, and market turbulence," Journal of Economic Theory, Elsevier, vol. 160(C), pages 150-174.
- Kate Sweeny & Amanda Dillard, 2014. "The Effects of Expectation Disconfirmation on Appraisal, Affect, and Behavioral Intentions," Risk Analysis, John Wiley & Sons, vol. 34(4), pages 711-720, April.
- Shalvi, Shaul & Dana, Jason & Handgraaf, Michel J.J. & De Dreu, Carsten K.W., 2011. "Justified ethicality: Observing desired counterfactuals modifies ethical perceptions and behavior," Organizational Behavior and Human Decision Processes, Elsevier, vol. 115(2), pages 181-190, July.
- Zheng, Jiakun, 2021. "Willingness to pay for reductions in health risks under anticipated regret," Journal of Health Economics, Elsevier, vol. 78(C).
- Koehler, Jonathan J. & Gershoff, Andrew D., 2003. "Betrayal aversion: When agents of protection become agents of harm," Organizational Behavior and Human Decision Processes, Elsevier, vol. 90(2), pages 244-261, March.
- repec:cup:judgdm:v:11:y:2016:i:3:p:275-286 is not listed on IDEAS
- Joshua Buchanan & Amy Summerville & Jennifer Lehmann & Jochen Reb, 2016. "The Regret Elements Scale: Distinguishing the affective and cognitive components of regret," Judgment and Decision Making, Society for Judgment and Decision Making, vol. 11(3), pages 275-286, May.
- Di Caprio, Debora & Santos-Arteaga, Francisco J. & Tavana, Madjid, 2019. "The role of anticipated emotions and the value of information in determining sequential search incentives," Operations Research Perspectives, Elsevier, vol. 6(C).
- Hsieh, Jung-Kuei, 2020. "The effects of transforming mobile services into mobile promotions," Journal of Business Research, Elsevier, vol. 121(C), pages 195-208.
- Zeelenberg, Marcel & van Dijk, Wilco W. & Manstead, Antony S. R., 2000. "Regret and Responsibility Resolved? Evaluating Ordonez and Connolly's (2000) Conclusions," Organizational Behavior and Human Decision Processes, Elsevier, vol. 81(1), pages 143-154, January.
- Abiodun Adegbile & David Sarpong, 2015. "Managerial Engagement with Scenario Planning: A Conceptual Consumption Approach," Foresight and STI Governance (Foresight-Russia till No. 3/2015), National Research University Higher School of Economics, vol. 9(4), pages 73-80.
- Jiwoong Shin & Dan Ariely, 2004. "Keeping Doors Open: The Effect of Unavailability on Incentives to Keep Options Viable," Management Science, INFORMS, vol. 50(5), pages 575-586, May.
- Weber, Bethany J. & Chapman, Gretchen B., 2005. "Playing for peanuts: Why is risk seeking more common for low-stakes gambles?," Organizational Behavior and Human Decision Processes, Elsevier, vol. 97(1), pages 31-46, May.
- George, Jennifer M. & Dane, Erik, 2016. "Affect, emotion, and decision making," Organizational Behavior and Human Decision Processes, Elsevier, vol. 136(C), pages 47-55.
- Francesco Marcatto & Donatella Ferrante, 2008. "The Regret/Disappointment Scale: An instrument for assessing regret and disappointment in decision making," Judgment and Decision Making, Society for Judgment and Decision Making, vol. 3, pages 87-99, January.
- Kosfeld, M., 1999. "Individual decision making and social interaction," Other publications TiSEM 69e75ff4-8036-4cf5-a270-1, Tilburg University, School of Economics and Management.
- Cristofaro, Matteo, 2019. "The role of affect in management decisions: A systematic review," European Management Journal, Elsevier, vol. 37(1), pages 6-17.
- Jayasimha, K.R. & Srivastava, Himanshu S., 2017. "Consumer advocacy: Examining the feeling and doing following a failed service encounter," Journal of Retailing and Consumer Services, Elsevier, vol. 34(C), pages 201-208.
- Pieters, R. & Zeelenberg, M., 1999. "Wasting a window of opportunity : Anticipated and experienced regret in intention-behavior consistency," Discussion Paper 1999-03, Tilburg University, Center for Economic Research.
- repec:cup:judgdm:v:3:y:2008:i::p:87-99 is not listed on IDEAS
- Fels, Markus, 2015. "On the value of information: Why people reject medical tests," Journal of Behavioral and Experimental Economics (formerly The Journal of Socio-Economics), Elsevier, vol. 56(C), pages 1-12.
More about this item
Keywords
Co-production; Customer participation; Self-serving bias; Locus attribution; Regret; Disappointment;All these keywords.
Statistics
Access and download statisticsCorrections
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:joreco:v:34:y:2017:i:c:p:95-101. 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: https://www.journals.elsevier.com/journal-of-retailing-and-consumer-services .
Please note that corrections may take a couple of weeks to filter through the various RePEc services.