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 · 6 citations
Business, Management and Accounting · Decision Sciences · #Customer Service Quality and Loyalty #Service and Product Innovation #Technology Adoption and User Behaviour

paper · doi:10.1007/s11747-014-0387-4

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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• The effects of observing punishment on consumers’ decisions to punish other companies during industry-wide crises
• Reveal or conceal? The word-of-mouth masking effect following co-creation failures
• The psychological and behavioral consequences of customer empowerment in new product development: Situational framework, review, and research agenda