A Perceived Control-Based Model of the Effects of Co-Production on Satisfaction

Natália Araujo Pacheco, Universidade Federal do Rio Grande do Sul, Brazil
Renaud Lunardo, Troyes Champagne School of Mangement, France
Cristiane Pizzutti, Universidade Federal do Rio Grande do Sul, Brazil
This article represents an initial effort to analyze the complex linkages between co-production, perceived control and satisfaction. Two experimental studies shows that co-production, information and choice, representing respectively behavioral, cognitive and decisional control, positively affect perceived control which in turn affects satisfaction. This last relationship is moderated by customers’ self-efficacy.
[ to cite ]:
Natália Araujo Pacheco, Renaud Lunardo, and Cristiane Pizzutti (2011) ,"A Perceived Control-Based Model of the Effects of Co-Production on Satisfaction", in NA - Advances in Consumer Research Volume 39, eds. Rohini Ahluwalia, Tanya L. Chartrand, and Rebecca K. Ratner, Duluth, MN : Association for Consumer Research, Pages: 477-478.