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.



Citation:

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.

Authors

Joohyung Park, University of South Carolina, USA
Sejin Ha, University of Tennessee, USA



Volume

NA - Advances in Consumer Research Volume 41 | 2013



Share Proceeding

Featured papers

See More

Featured

Secret Consumption in Close Relationships

Kelley Gullo, Duke University, USA
Danielle J Brick, University of New Hampshire
Gavan Fitzsimons, Duke University, USA

Read More

Featured

P2. The Upside of Myopic Loss Aversion

Daniel Wall, Carnegie Mellon University, USA
Gretchen Chapman, Carnegie Mellon University, USA

Read More

Featured

K11. Effects of Emotional vs. Rational Thinking on Consumer Responses to Verbal Precision

Ann Kronrod, University of Massachusetts, USA
Guang-Xin Xie, University of Massachusetts Boston
Shai Danziger, Tel Aviv University, Israel

Read More

Engage with Us

Becoming an Association for Consumer Research member is simple. Membership in ACR is relatively inexpensive, but brings significant benefits to its members.