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The bright side and dark side of co-production: a dyadic analysis

The bright side and dark side of co-production: a dyadic analysis <jats:sec> <jats:title content-type="abstract-subheading">Purpose</jats:title> <jats:p>Much research has emphasized the importance of service employees as boundary spanners that interact with customers by co-production. Service employees frequently engage in emotional labor in response to co-production requirements. The purpose of this paper is to present a conceptual framework that explores the links between co-production, emotional labor, employee satisfaction, value co-creation, co-production intensity, and their effects on customer satisfaction.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Design/methodology/approach</jats:title> <jats:p>This study involved collecting and analyzing 322 questionnaires from the dyads of service employees and customers of the financial service industry in Taiwan. The hypothesized relationships in the model were tested by using a structural equation model.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Findings</jats:title> <jats:p>The results of this study indicate that co-production influences deep acting, surface acting, value co-creation, and co-production intensity. Deep acting and surface acting have different effects on employee satisfaction and customer satisfaction. Meanwhile, employee satisfaction and value co-creation increase customer satisfaction, whereas co-production intensity decreases customer satisfaction.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Originality/value</jats:title> <jats:p>The findings provide interesting theoretical insights and valuable managerial implications regarding the positive and negative aspects of co-production and encourage service employees to perform deep acting while minimizing surface acting.</jats:p> </jats:sec> http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Management Decision CrossRef

The bright side and dark side of co-production: a dyadic analysis

Wu, Li-Wei
Management Decision , Volume 55 (3): 614-631 – Apr 18, 2017
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The bright side and dark side of co-production: a dyadic analysis


Abstract

<jats:sec>
<jats:title content-type="abstract-subheading">Purpose</jats:title>
<jats:p>Much research has emphasized the importance of service employees as boundary spanners that interact with customers by co-production. Service employees frequently engage in emotional labor in response to co-production requirements. The purpose of this paper is to present a conceptual framework that explores the links between co-production, emotional labor, employee satisfaction, value co-creation, co-production intensity, and their effects on customer satisfaction.</jats:p>
</jats:sec>
<jats:sec>
<jats:title content-type="abstract-subheading">Design/methodology/approach</jats:title>
<jats:p>This study involved collecting and analyzing 322 questionnaires from the dyads of service employees and customers of the financial service industry in Taiwan. The hypothesized relationships in the model were tested by using a structural equation model.</jats:p>
</jats:sec>
<jats:sec>
<jats:title content-type="abstract-subheading">Findings</jats:title>
<jats:p>The results of this study indicate that co-production influences deep acting, surface acting, value co-creation, and co-production intensity. Deep acting and surface acting have different effects on employee satisfaction and customer satisfaction. Meanwhile, employee satisfaction and value co-creation increase customer satisfaction, whereas co-production intensity decreases customer satisfaction.</jats:p>
</jats:sec>
<jats:sec>
<jats:title content-type="abstract-subheading">Originality/value</jats:title>
<jats:p>The findings provide interesting theoretical insights and valuable managerial implications regarding the positive and negative aspects of co-production and encourage service employees to perform deep acting while minimizing surface acting.</jats:p>
</jats:sec>

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/lp/crossref/the-bright-side-and-dark-side-of-co-production-a-dyadic-analysis-kKOkWjUAzd
Publisher
CrossRef
ISSN
0025-1747
DOI
10.1108/md-11-2016-0789
Publisher site
See Article on Publisher Site

Abstract

<jats:sec> <jats:title content-type="abstract-subheading">Purpose</jats:title> <jats:p>Much research has emphasized the importance of service employees as boundary spanners that interact with customers by co-production. Service employees frequently engage in emotional labor in response to co-production requirements. The purpose of this paper is to present a conceptual framework that explores the links between co-production, emotional labor, employee satisfaction, value co-creation, co-production intensity, and their effects on customer satisfaction.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Design/methodology/approach</jats:title> <jats:p>This study involved collecting and analyzing 322 questionnaires from the dyads of service employees and customers of the financial service industry in Taiwan. The hypothesized relationships in the model were tested by using a structural equation model.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Findings</jats:title> <jats:p>The results of this study indicate that co-production influences deep acting, surface acting, value co-creation, and co-production intensity. Deep acting and surface acting have different effects on employee satisfaction and customer satisfaction. Meanwhile, employee satisfaction and value co-creation increase customer satisfaction, whereas co-production intensity decreases customer satisfaction.</jats:p> </jats:sec> <jats:sec> <jats:title content-type="abstract-subheading">Originality/value</jats:title> <jats:p>The findings provide interesting theoretical insights and valuable managerial implications regarding the positive and negative aspects of co-production and encourage service employees to perform deep acting while minimizing surface acting.</jats:p> </jats:sec>

Journal

Management Decision – CrossRef

Published: Apr 18, 2017

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