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

4 Citations (Scopus)

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)997-1013
Number of pages17
JournalEuropean Management Review
Volume16
Issue number4
Early online date29 Jun 2018
DOIs
Publication statusPublished - 2019

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.

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