Does Co-Creation of Service Recovery Create Value for Customers? The Underlying Mechanism of Motivation and the Role of Operant Resources

George Skourtis, Jean-Marc Decaudin, Ioannis Assiouras, Elif Karaosmanoglu

Research output: Contribution to journalArticle

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.
Original languageEnglish
Pages (from-to)(In-Press)
Number of pages17
JournalEuropean Management Review
Volume(In-Press)
Early online date29 Jun 2018
DOIs
Publication statusE-pub ahead of print - 29 Jun 2018

Fingerprint

Co-creation
Service recovery
Resources
Extrinsic motivation
Service failure
Knowledge resources
Mediator
Intrinsic motivation

Bibliographical note

This is the peer reviewed version of the following article: Skourtis, G, Decaudin, J-M, Assiouras, I & Karaosmanoglu, E 2018, 'Does Co-Creation of Service Recovery Create Value for Customers? The Underlying Mechanism of Motivation and the Role of Operant Resources' European Management Review, vol (In-Press), pp. (In-Press), which has been published in final form at https://dx.doi.org/10.1111/emre.12301
This article may be used for non-commercial purposes in accordance with Wiley Terms and Conditions for Self-Archiving.

Cite this

Does Co-Creation of Service Recovery Create Value for Customers? The Underlying Mechanism of Motivation and the Role of Operant Resources. / Skourtis, George; Decaudin, Jean-Marc; Assiouras, Ioannis; Karaosmanoglu, Elif.

In: European Management Review, Vol. (In-Press), 29.06.2018, p. (In-Press).

Research output: Contribution to journalArticle

Skourtis, George ; Decaudin, Jean-Marc ; Assiouras, Ioannis ; Karaosmanoglu, Elif. / Does Co-Creation of Service Recovery Create Value for Customers? The Underlying Mechanism of Motivation and the Role of Operant Resources. In: European Management Review. 2018 ; Vol. (In-Press). pp. (In-Press).
@article{1a9df39cf4854f81b41be97c1faf2a75,
title = "Does Co-Creation of Service Recovery Create Value for Customers? The Underlying Mechanism of Motivation and the Role of Operant Resources",
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 theimpact 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 therelationship 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.",
author = "George Skourtis and Jean-Marc Decaudin and Ioannis Assiouras and Elif Karaosmanoglu",
note = "This is the peer reviewed version of the following article: Skourtis, G, Decaudin, J-M, Assiouras, I & Karaosmanoglu, E 2018, 'Does Co-Creation of Service Recovery Create Value for Customers? The Underlying Mechanism of Motivation and the Role of Operant Resources' European Management Review, vol (In-Press), pp. (In-Press), which has been published in final form at https://dx.doi.org/10.1111/emre.12301 This article may be used for non-commercial purposes in accordance with Wiley Terms and Conditions for Self-Archiving.",
year = "2018",
month = "6",
day = "29",
doi = "10.1111/emre.12301",
language = "English",
volume = "(In-Press)",
pages = "(In--Press)",
journal = "European Management Review",
issn = "1740-4754",
publisher = "Wiley",

}

TY - JOUR

T1 - Does Co-Creation of Service Recovery Create Value for Customers? The Underlying Mechanism of Motivation and the Role of Operant Resources

AU - Skourtis, George

AU - Decaudin, Jean-Marc

AU - Assiouras, Ioannis

AU - Karaosmanoglu, Elif

N1 - This is the peer reviewed version of the following article: Skourtis, G, Decaudin, J-M, Assiouras, I & Karaosmanoglu, E 2018, 'Does Co-Creation of Service Recovery Create Value for Customers? The Underlying Mechanism of Motivation and the Role of Operant Resources' European Management Review, vol (In-Press), pp. (In-Press), which has been published in final form at https://dx.doi.org/10.1111/emre.12301 This article may be used for non-commercial purposes in accordance with Wiley Terms and Conditions for Self-Archiving.

PY - 2018/6/29

Y1 - 2018/6/29

N2 - 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 theimpact 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 therelationship 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.

AB - 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 theimpact 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 therelationship 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.

U2 - 10.1111/emre.12301

DO - 10.1111/emre.12301

M3 - Article

VL - (In-Press)

SP - (In-Press)

JO - European Management Review

JF - European Management Review

SN - 1740-4754

ER -