Emotional Value of Co-Creation: Can Co-Creation of a Service Recovery Defuse Customers’ Anger?
This study examines 1) whether co-creation of recovery outperforms a traditional firm-driven recovery in reducing customers’ anger caused by a service failure, and 2) a condition under which such effect fades away (i.e., when compensation is offered simultaneously). The online scenario-based experiment confirmed the assertion of this study.
Joohyung Park and Sejin Ha (2013) ,"Emotional Value of Co-Creation: Can Co-Creation of a Service Recovery Defuse Customers’ Anger? ", in NA - Advances in Consumer Research Volume 41, eds. Simona Botti and Aparna Labroo, Duluth, MN : Association for Consumer Research.
Joohyung Park, University of South Carolina, USA
Sejin Ha, University of Tennessee, USA
NA - Advances in Consumer Research Volume 41 | 2013
When Waste Costs: The Influence of Price on Consumers’ Perceived Waste and Purchase Intention of an Excessive Amount of Product
Tao Tao, Hong Kong Baptist University
Robert Wyer Jr., University of Cincinnati, USA
A Taxonomy of Opposition to Genetically Modified Foods
Philip M. Fernbach, University of Colorado, USA
Nicholas Light, University of Colorado, USA
Lauren Min, University of Colorado, USA
The Asymmetry between Time and Money Compensation effect when feeling Scarcity: Time helps the Money Poor, but Money doesn’t help the Time Poor
Jane So, University of Washington, USA
Nidhi Agrawal, University of Washington, USA