The dark side of customer co-creation: exploring the consequences of failed co-created services

2014/05/13 by Sven Heidenreich, Kristina Wittkowski, Matthias Handrich +1 · 313 citations
Business, Management and Accounting · Decision Sciences · Psychology · #Business #Co-creation #Customer Service Quality and Loyalty #Customer advocacy #Customer retention #Customer satisfaction #Economics #Marketing #Mirroring #Outcome (game theory) #Psychology #Service (business) #Service and Product Innovation #Service delivery framework #Service provider #Service quality #Service recovery #Social psychology #Technology Adoption and User Behaviour

paper · doi:10.1007/s11747-014-0387-4

published in Journal of the Academy of Marketing Science 43(3), 279-296 (Springer Science+Business Media)

openalex publication_date 2014/05/13 · openalex created_date 2025/10/10 · openalex updated_date 2026/07/28

Citations

• Hedonic and utilitarian motivations for online retail shopping behavior
• Modeling customer perceptions of complaint handling over time: the effects of perceived justice on satisfaction and intent
• An assessment of the use of partial least squares structural equation modeling in marketing research
• Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters
• The moderator–mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations.
• Evaluating Structural Equation Models with Unobservable Variables and Measurement Error

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