%0 Journal Article
%T A Perceived-Control Based Model to Understanding the Effects of Co-Production on Satisfaction
%A Nat¨¢lia Araujo Pacheco
%A Renaud Lunardo
%A Cristiane Pizzutti dos Santos
%J BAR. Brazilian Administration Review
%D 2013
%I ANPAD - Associa??o Nacional de P¨®s-Gradua??o e Pesquisa em Administra??o
%X This article represents an initial effort to analyze the complex linkages among co-production, perceived controland satisfaction. Co-production refers to the consumer participation in production activities and is hereconsidered a proxy for behavioral control as it allows consumers to have some control over the process of thedesired product or service. Considering the increase of co-production in consumption activities, understandingthe linkage between the control from the co-production process and the satisfaction toward the relatedconsumption may be quite useful to firms interested in adopting such a managerial tool. Two experimentalstudies ¨C one in a service setting and the other in a product setting ¨C show that co-production positively affectscustomer¡¯s satisfaction through the mediating effect of perceived control. Information gain and refund choice,representing cognitive and decisional controls respectively, also enhance customers¡¯ perceived control.
%K co-production
%K perceived control
%K information
%K refund choice
%K satisfaction.
%U http://www.anpad.org.br/periodicos/arq_pdf/a_1391.pdf