Please use this identifier to cite or link to this item: https://ir.iimcal.ac.in:8443/jspui/handle/123456789/1140
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dc.contributor.authorSugathan, Praveen
dc.contributor.authorRanjan, Kumar Rakesh
dc.contributor.authorMulky, Avinash G.
dc.date.accessioned2021-08-26T06:04:03Z-
dc.date.available2021-08-26T06:04:03Z-
dc.date.issued2017
dc.identifier.urihttps://www.scopus.com/inward/record.uri?eid=2-s2.0-85020716114&doi=10.1016%2fj.jbusres.2017.04.022&partnerID=40&md5=bc2d319acb66e15093ad15af625ba1d3
dc.identifier.urihttps://ir.iimcal.ac.in:8443/jspui/handle/123456789/1140-
dc.descriptionSugathan, Praveen, Indian Institute of Management Kozhikode, IIM Kozhikode, Kozhikode, Kerala 673 570, India; Ranjan, Kumar Rakesh, Indian Institute of Management Calcutta, IIM Calcutta, Kolkata, West Bengal 700104, India; Mulky, Avinash G., Indian Institute of Management Bangalore, IIM Bangalore, Bannerghatta Road, Bangalore, 560076, India
dc.descriptionISSN/ISBN - 01482963
dc.descriptionpp.43-52
dc.descriptionDOI - 10.1016/j.jbusres.2017.04.022
dc.description.abstractService research has contributed to our understanding of the externally-directed emotions that customers experience, such as anger. However, there is limited knowledge about the self-directed emotions that customers experience, such as shame and guilt. This knowledge is specifically lacking within the context of failure of co-created products and services. Our mixed-method research delineates the self-directed emotions that arise when co-created products and services fail. We found that failure of co-created products differ from general situations of failure in that externally-directed emotions attain latency and customers experience self-directed emotions such as guilt, shame, and self-pity. We also found that the self-directed emotions are driven by (a), sadness, and (b), the nature of the causal attributions that the customers ascribe to the failure. This effect was moderated by the degree of co-creation. After analyzing our findings, we discuss the theoretical and practical relevance of the study. © 2017 Elsevier Inc.
dc.publisherSCOPUS
dc.publisherJournal of Business Research
dc.publisherElsevier Inc.
dc.relation.ispartofseries78
dc.subjectAttribution
dc.subjectCo-creation
dc.subjectEmotion
dc.subjectFailure
dc.subjectGuilt
dc.subjectMixed-method
dc.subjectShame
dc.titleAn examination of the emotions that follow a failure of co-creation
dc.typeArticle
Appears in Collections:Marketing

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