Access the full text.
Sign up today, get DeepDyve free for 14 days.
Loading next page...
/lp/emerald-publishing/implementing-effective-customer-participation-for-hedonic-and-3mS2Gy04ND
References (83)
-
R. Dhar, K. Wertenbroch (2000)
Consumer Choice between Hedonic and Utilitarian GoodsJournal of Marketing Research, 37
-
Lois Mohr, M. Bitner (1995)
The role of employee effort in satisfaction with service transactionsJournal of Business Research, 32
-
Beibei Dong, K. Sivakumar, K. Evans, Shaoming Zou (2015)
Effect of Customer Participation on Service OutcomesJournal of Service Research, 18
-
M. Meuter, M. Bitner, Amy Ostrom, Stephen Brown (2005)
Choosing among Alternative Service Delivery Modes: An Investigation of Customer Trial of Self-Service TechnologiesJournal of Marketing, 69
-
M. Strahilevitz, J. Myers (1998)
Donations to Charity as Purchase Incentives: How Well They Work May Depend on What You are Trying to SellMKTG: Affect & Emotion (Topic)
-
Bert Weijters, Deva Rangarajan, T. Falk, N. Schillewaert (2007)
Determinants and Outcomes of Customers' Use of Self-Service Technology in a Retail SettingJournal of Service Research, 10
-
P. Dabholkar (1996)
Consumer evaluations of new technology-based self-service options: An investigation of alternative models of service qualityInternational Journal of Research in Marketing, 13
-
Measuring the hedonic and utilitarian dimensions of attitude: a generally applicable scale
Advances in Consumer Research, 24
-
Horace Melton, Michael Hartline (2015)
Customer and employee co-creation of radical service innovationsJournal of Services Marketing, 29
-
Prem Shamdasani, Avinandan Mukherjee, N. Malhotra (2008)
Antecedents and consequences of service quality in consumer evaluation of self-service internet technologiesThe Service Industries Journal, 28
-
Seigyoung Auh, S. Bell, Colin McLeod, E. Shih (2007)
Co-production and customer loyalty in financial servicesJournal of Retailing, 83
-
M. Richard, A. Allaway (1993)
Service quality attributes and choice behaviourJournal of Services Marketing, 7
-
N. Franke, M. Schreier, Ulrike Kaiser (2010)
The "I Designed It Myself" Effect in Mass CustomizationManag. Sci., 56
-
P. Dabholkar (1994)
Incorporating Choice into an Attitudinal Framework: Analyzing Models of Mental Comparison ProcessesJournal of Consumer Research, 21
-
S. Vargo, R. Lusch (2016)
Institutions and axioms: an extension and update of service-dominant logicJournal of the Academy of Marketing Science, 44
-
(1985)
Self-service consumer: an exploratory study -
P. Dabholkar, Jeffrey Overby (2005)
Linking process and outcome to service quality and customer satisfaction evaluationsInternational Journal of Service Industry Management, 16
-
M. Ferguson, J. Bargh (2004)
Liking is for doing: the effects of goal pursuit on automatic evaluation.Journal of personality and social psychology, 87 5
-
M. Bitner, William Faranda, A. Hubbert, V. Zeithaml (1997)
Customer contributions and roles in service deliveryInternational Journal of Service Industry Management, 8
-
V. Zeithaml (1988)
Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of EvidenceJournal of Marketing, 52
-
Joel Collier, Daniel Sherrell (2010)
Examining the influence of control and convenience in a self-service settingJournal of the Academy of Marketing Science, 38
-
A. Crowley, Eric Spangenberg, Kevin Hughes (1992)
Measuring the hedonic and utilitarian dimensions of attitudes toward product categoriesMarketing Letters, 3
-
Toni Hilton, T. Hughes, E. Little, E. Marandi (2013)
Adopting self-service technology to do more with lessJournal of Services Marketing, 27
-
Kevin Voss, Eric Spangenberg, Bianca Grohmann (2003)
Measuring the Hedonic and Utilitarian Dimensions of Consumer AttitudeJournal of Marketing Research, 40
-
M. Norton, D. Mochon, D. Ariely (2011)
The 'IKEA Effect': When Labor Leads to LoveO&M: Personnel Management eJournal
-
U. Lehtinen, Jarmo Lehtinen (1991)
Two Approaches to Service Quality DimensionsService Industries Journal, 11
-
S. Kelley, S. Skinner, J. Donnelly (1992)
Organizational socialization of service customersJournal of Business Research, 25
-
S. Vargo, R. Lusch (2004)
Evolving to a New Dominant Logic for MarketingJournal of Marketing, 68
-
Monica Wadhwa, Remi Trudel (2010)
The Fruit of Labor Effect -
Bertram Gawronski, G. Bodenhausen (2006)
Associative and propositional processes in evaluation: an integrative review of implicit and explicit attitude change.Psychological bulletin, 132 5
-
Brian Gibbs, A. Drolet (2003)
Consumption Effort: The Mental Cost of Generating Utility and the Role of Consumer Energy Level in Ambitious ConsumptionJournal of Consumer Psychology, 13
-
Terry Childers, Christopher Carr, J. Peck, Stephen Carson (2001)
HEDONIC AND UTILITARIAN MOTIVATIONS FOR ONLINE RETAIL SHOPPING BEHAVIORJournal of Retailing, 77
-
A. Graf, P. Maas (2008)
Customer value from a customer perspective: a comprehensive reviewWorking Papers on Risk Management and Insurance 52
-
Neeli Bendapudi, Robert Leone (2003)
Psychological Implications of Customer Participation in Co-ProductionJournal of Marketing, 67
-
R. Lusch, S. Vargo (2006)
Service-dominant logic: reactions, reflections and refinementsMarketing Theory, 6
-
Beibei Dong, K. Sivakumar (2017)
Customer participation in services: domain, scope, and boundariesJournal of the Academy of Marketing Science, 45
-
P. Dabholkar, R. Bagozzi (2002)
An attitudinal model of technology-based self-service: Moderating effects of consumer traits and situational factorsJournal of the Academy of Marketing Science, 30
-
Barry Babin, William Darden, Mitch Griffin (1994)
Work and/or Fun: Measuring Hedonic and Utilitarian Shopping ValueJournal of Consumer Research, 20
-
William Dodds, K. Monroe, Dhruv Grewal (1991)
Effects of Price, Brand, and Store Information on Buyers’ Product EvaluationsJournal of Marketing Research, 28
-
H. Yen (2005)
An attribute-based model of quality satisfaction for Internet self-service technologyThe Service Industries Journal, 25
-
D. Hill, Jeffrey Blodgett, R. Baer, Kirk Wakefield (2004)
An Investigation of Visualization and Documentation Strategies in Services AdvertisingJournal of Service Research, 7
-
C. Fornell, D. Larcker (1981)
Evaluating Structural Equation Models with Unobservable Variables and Measurement ErrorJournal of Marketing Research, 18
-
A. Graf, P. Maas (2008)
Customer value from a customer perspective: a comprehensive reviewJournal für Betriebswirtschaft, 58
-
F. Völckner, H. Sattler (2006)
Drivers of Brand Extension SuccessJournal of Marketing, 70
-
W. Vickrey (1961)
Counterspeculation, Auctions, And Competitive Sealed TendersJournal of Finance, 16
-
N. Franke, M. Schreier (2010)
Why Customers Value Mass-customized Products: The Importance of Process Effort and Enjoyment -
M. Meuter, Amy Ostrom, R. Roundtree, M. Bitner (2000)
Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service EncountersJournal of Marketing, 64
-
Subhadip Roy (2018)
Effects of customer experience across service types, customer types and timeJournal of Services Marketing, 32
-
C. Ennew, M. Binks (1999)
Impact of Participative Service Relationships on Quality, Satisfaction and Retention: An Exploratory StudyJournal of Business Research, 46
-
R. Batra, O. Ahtola (1991)
Measuring the hedonic and utilitarian sources of consumer attitudesMarketing Letters, 2
-
Franziska Voelckner (2006)
An empirical comparison of methods for measuring consumers’ willingness to payMarketing Letters, 17
-
Yingna Jiang, C. Wang (2006)
The impact of affect on service quality and satisfaction: the moderation of service contextsJournal of Services Marketing, 20
-
Angela Hausman, J. Siekpe (2009)
The effect of web interface features on consumer online purchase intentionsJournal of Business Research, 62
-
R. Chitturi, Rajagopal Raghunathan, V. Mahajan (2008)
Delight by Design: The Role of Hedonic versus Utilitarian BenefitsJournal of Marketing, 72
-
J. Sweeney, G. Soutar (2001)
Consumer perceived value: The development of a multiple item scaleJournal of Retailing, 77
-
P. Dabholkar (2015)
How to Improve Perceived Service Quality by Increasing Customer Participation -
V. Ramaswamy (2004)
Co-creation experiences: The next practice in value creationJournal of Interactive Marketing, 18
-
E. Okada (2005)
Justification Effects on Consumer Choice of Hedonic and Utilitarian GoodsJournal of Marketing Research, 42
-
P. Dabholkar, L. Bobbitt, Eun-Ju Lee (2003)
Understanding consumer motivation and behavior related to self‐scanning in retailingInternational Journal of Service Industry Management, 14
-
N. Franke, F. Piller (2004)
Value Creation by Toolkits for User Innovation and Design: The Case of the Watch MarketJournal of Product Innovation Management, 21
-
F. Piller, K. Moeslein, Christof Stotko (2004)
Does mass customization pay? An economic approach to evaluate customer integrationProduction Planning & Control, 15
-
K. Wertenbroch, B. Skiera (2002)
Measuring Consumers' Willingness to Pay at the Point of PurchaseJournal of Marketing Research, 39
-
E. Hirschman, M. Holbrook (1982)
Hedonic Consumption: Emerging Concepts, Methods and PropositionsJournal of Marketing, 46
-
N. Prebensen, S. Rosengren (2016)
Experience value as a function of hedonic and utilitarian dominant servicesInternational Journal of Contemporary Hospitality Management, 28
-
Fred Davis (1989)
Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information TechnologyMIS Q., 13
-
S. Vargo, R. Lusch (2008)
Service-dominant logic: continuing the evolutionJournal of the Academy of Marketing Science, 36
-
N. Franke, P. Keinz, Christoph Steger (2009)
Testing the Value of Customization: When Do Customers Really Prefer Products Tailored to Their Preferences?Journal of Marketing, 73
-
N. Franke, Christopher Wien (2013)
Mass or Only 'Niche' Customization? Why We Should Interpret Configuration Tool-Kits as Learning InstrumentsIO: Theory eJournal
-
Fred Davis, R. Bagozzi, P. Warshaw (1992)
Extrinsic and Intrinsic Motivation to Use Computers in the Workplace1Journal of Applied Social Psychology, 22
-
Jung-ki Lee, A. Allaway (2002)
Effects of personal control on adoption of self‐service technology innovationsJournal of Services Marketing, 16
-
Eric Spangenberg, Kevin Voss, A. Crowley (1997)
Measuring the Hedonic and Utilitarian Dimensions of Attitude: a Generally Applicable ScaleACR North American Advances
-
C. Lengnick-Hall (1996)
Customer Contributions to Quality: A Different View of the Customer-Oriented FirmAcademy of Management Review, 21
-
Timo Mandler, S. Won, Kyungae Kim (2017)
Consumers' cognitive and affective responses to brand origin misclassifications: Does confidence in brand origin identification matter?Journal of Business Research, 80
-
Cheng Wang, Jennifer Harris, P. Patterson (2012)
Customer choice of self‐service technology: the roles of situational influences and past experienceJournal of Service Management, 23
-
Jakob Trischler, S. Pervan, Don Scott (2017)
Exploring the “black box” of customer co-creation processesJournal of Services Marketing, 31
-
K. Elliott, M. Hall, Juan Meng (2013)
Consumers' Intention to Use Self-Scanning Technology: The Role of Technology Readiness and Perceptions toward Self-Service TechnologyAcademy of Marketing Studies Journal, 17
-
Mass or only ‘niche customization’? Why we should interpret configuration toolkits as learning instruments
Journal of Product Innovation Management, 31
-
Élodie Jouny-Rivier, J. Reynoso, B. Edvardsson (2017)
Determinants of services co-creation with business customersJournal of Services Marketing, 31
-
Joel Collier, Daniel Sherrell, E. Babakus, Alisha Horky (2014)
Understanding the differences of public and private self-service technologyJournal of Services Marketing, 28
-
L. Xia, R. Suri (2014)
Trading Effort for MoneyJournal of Service Research, 17
-
The IKEA effect: when labor leads to love
Journal of Consumer Psychology, 22
-
Michael Etgar (2008)
A descriptive model of the consumer co-production processJournal of the Academy of Marketing Science, 36
-
Dianne Cermak, K. File, R. Prince (2011)
Customer Participation In Service Specification And DeliveryJournal of Applied Business Research, 10
- Publisher
- Emerald Publishing
- Copyright
- © Emerald Publishing Limited
- ISSN
- 0887-6045
- DOI
- 10.1108/jsm-07-2018-0196
- Publisher site
- See Article on Publisher Site
Abstract
A distinct view of customer participation in services classifies the characteristics of the participation process as experience- versus outcome-oriented, each of which affects customer participation success uniquely for different types of services (utilitarian vs hedonic). This study aims to investigate if service managers should differentiate and focus on distinct characteristics according to the service types.Design/methodology/approachTwo consumer experiments serve to assess the potential moderating effect of service type on consumer preferences for experience- versus outcome-oriented forms of customer participation.FindingsThe two empirical studies affirm the proposed moderating effect of service type on the effect of experience- and outcome-oriented customer participation characteristics. Experience-oriented characteristics work better for hedonic than for utilitarian services, and one study confirms a stronger positive effect of outcome-oriented characteristics for utilitarian services.Research implicationsFurther research should replicate the experimental findings with a field study. Furthermore, continued research could analyze the mediators of the interaction of co-production characteristics with the service type in greater detail.Practical implicationsManagers can design the characteristics of the customer participation processes according to the nature of the service (hedonic vs utilitarian) and, thus, maximize customers’ willingness to pay.Originality/valueThis study offers a new perspective on customers’ reactions to customer participation in services: depending on the service type or situation in which a service is being consumed, different customer participation characteristics lead to (financial) success.
Journal
Journal of Services Marketing – Emerald Publishing
Published: Jul 8, 2019
Keywords: Co-creation; Experimental design; Customer participation; Service characteristics; Hedonic and utilitarian services; Customers’ willingness to pay