Impact of Intrinsic Value of Customer Co-Creation in Service Recovery

Joohyung Park, University of South Carolina, USA
Sejin Ha, University of Tennessee
Impact of intrinsic value of co-creation of recovery on satisfaction with service recovery was examined. An online scenario-based experiment indicated consumers who found the co-creation experience enjoyable are more satisfied. Also, intrinsic value of co-creation has stronger effects when resulting outcome was not favorable and when compensation was offered.
[ to cite ]:
Joohyung Park and Sejin Ha (2014) ,"Impact of Intrinsic Value of Customer Co-Creation in Service Recovery", in NA - Advances in Consumer Research Volume 42, eds. June Cotte and Stacy Wood, Duluth, MN : Association for Consumer Research, Pages: 804-804.