Does the co-creation of service recovery create value for customers? The underlying mechanism of motivation and the role of operant resources

Journal article


Skourtis, G., Décaudin, J.-M., Assiouras, I. and Karaosmanoglu, E. 2019. Does the co-creation of service recovery create value for customers? The underlying mechanism of motivation and the role of operant resources. European Management Review. Volume 16 (Issue 4), pp. 997-1013.
AuthorsSkourtis, G., Décaudin, J.-M., Assiouras, I. and Karaosmanoglu, E.
Abstract

This study focuses on the underlying mechanism that leads to co-recovery behaviour and favourable co-created
value as response to a service failure. It argues that consumers’ ability to integrate their operant resources (e.g., knowledge and skills) to co-recover from a service failure motivates them to express higher value co-recovery in-role behaviour and hence enjoy higher hedonic and utilitarian values. To test this claim, our study investigates the impact of consumers’ ability to co-recover on value co-recovery in-role behaviour by taking into account extrinsic and intrinsic motivation as mediators. The results reveal that extrinsic motivation only partially mediates the relationship between ability to co-recover and value co-recovery in-role behaviour. Furthermore, the outcomes demonstrate that value co-recovery in-role behaviour increases utilitarian value but decreases hedonic value.

KeywordsCo-creation; Service failure; Hedonic value; Co-recovery; Business
Year2019
JournalEuropean Management Review
Journal citationVolume 16 (Issue 4), pp. 997-1013
PublisherJohn Wiley & Sons
ISSN1740-4762
Digital Object Identifier (DOI)doi:10.1111/emre.12301
Official URLhttp://doi.org/10.1111/emre.12301
Publication dates
Online28 Jun 2018
PrintNov 2019
Publication process dates
Accepted01 May 2018
Deposited22 Jun 2020
Accepted author manuscript
Output statusPublished
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