IDEAS home Printed from https://ideas.repec.org/a/eee/joreco/v18y2011i4p271-277.html
   My bibliography  Save this article

Customer involvement and perceptions: The moderating role of customer co-production

Author

Listed:
  • Cheung, Millissa F.Y.
  • To, W.M.

Abstract

This study examines customer-specific antecedents of perceived service performance. Based on a review of the consumer services literature, we propose a theoretical model that links customer involvement to perceived service performance and identify the moderating role of co-production on the relationship. This model was tested on responses from 349 Chinese bank customers using hierarchical regression analysis. The results confirm that customer involvement was related to perceived service performance and the positive relationship between customer involvement and perceived service performance was stronger on customers of a high rather than low level of co-production. The findings provide new insight into the characterization of bank customers and their perceptions of service performance and have implications for both bank managers and consumer services researchers.

Suggested Citation

  • Cheung, Millissa F.Y. & To, W.M., 2011. "Customer involvement and perceptions: The moderating role of customer co-production," Journal of Retailing and Consumer Services, Elsevier, vol. 18(4), pages 271-277.
    • Handle: RePEc:eee:joreco:v:18:y:2011:i:4:p:271-277
    DOI: 10.1016/j.jretconser.2010.12.011
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0969698910001281
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jretconser.2010.12.011?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Brady, Michael K. & Cronin, J. Jr. & Brand, Richard R., 2002. "Performance-only measurement of service quality: a replication and extension," Journal of Business Research, Elsevier, vol. 55(1), pages 17-31, January.
    2. Zaichkowsky, Judith Lynne, 1985. "Measuring the Involvement Construct," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 12(3), pages 341-352, December.
    3. Tian, Kelly Tepper & Bearden, William O & Hunter, Gary L, 2001. "Consumer's Need for Uniqueness: Scale Development and Validation," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 28(1), pages 50-66, June.
    4. Jean-Noël Kapferer & Gilles Laurent, 1985. "Measuring consumer involvement profiles," Post-Print hal-00786781, HAL.
    5. Andreu, Luisa & Sánchez, Isabel & Mele, Cristina, 2010. "Value co-creation among retailers and consumers: New insights into the furniture market," Journal of Retailing and Consumer Services, Elsevier, vol. 17(4), pages 241-250.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Koistinen, Katri & Järvinen, Raija, 2016. "Comparing perceived insecurity among customers and retail staff during service encounters," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 80-92.
    2. Tseng, Fang-Mei & Chiang, Lan-Lung (Luke), 2016. "Why does customer co-creation improve new travel product performance?," Journal of Business Research, Elsevier, vol. 69(6), pages 2309-2317.
    3. Ford, Robert C. & Dickson, Duncan R., 2012. "Enhancing customer self-efficacy in co-producing service experiences," Business Horizons, Elsevier, vol. 55(2), pages 179-188.
    4. Jung, Jin Ho & Yoo, Jaewon, 2019. "The effects of deviant customer-oriented behaviors on service friendship: The moderating role of co-production," Journal of Retailing and Consumer Services, Elsevier, vol. 48(C), pages 60-69.
    5. W. To & Joyce Tam & Millissa Cheung, 2013. "Explore how Chinese consumers evaluate retail service quality and satisfaction," Service Business, Springer;Pan-Pacific Business Association, vol. 7(1), pages 121-142, March.
    6. Kumar Rakesh Ranjan & Stuart Read, 2016. "Value co-creation: concept and measurement," Journal of the Academy of Marketing Science, Springer, vol. 44(3), pages 290-315, May.
    7. Chen, Shiuann-Shuoh & Choubey, Bhaskar & Singh, Vinay, 2021. "A neural network based price sensitive recommender model to predict customer choices based on price effect," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
    8. Agnieszka Izabela Baruk, 2021. "Prosumers’ Needs Satisfied Due to Cooperation with Offerors in the Context of Attitudes toward Such Cooperation," Energies, MDPI, vol. 14(22), pages 1-16, November.
    9. Mridha, Bablu & Sarkar, Biswajit & Cárdenas-Barrón, Leopoldo Eduardo & Ramana, G.V. & Yang, Liu, 2024. "Is the advertisement policy for dual-channel profitable for retailing and consumer service of a retail management system under emissions-controlled flexible production system?," Journal of Retailing and Consumer Services, Elsevier, vol. 78(C).
    10. Stuart Read & Stefan Michel & Jan H. Schumann & Kumar Rakesh Ranjan, 2019. "Pricing co-created value: an integrative framework and research agenda," AMS Review, Springer;Academy of Marketing Science, vol. 9(3), pages 155-183, December.
    11. Ramadan, Zahy B. & Farah, Maya F. & Kassab, Danielle, 2019. "Amazon's approach to consumers’ usage of the Dash button and its effect on purchase decision involvement in the U.S. market," Journal of Retailing and Consumer Services, Elsevier, vol. 47(C), pages 133-139.
    12. Cheung, Millissa F.Y. & To, W.M., 2021. "Effect of customer involvement on co-creation of services: A moderated mediation model," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
    13. Lorena Blasco-Arcas & Blanca I. Hernandez-Ortega & Julio Jimenez-Martinez, 2014. "Collaborating online: the roles of interactivity and personalization," The Service Industries Journal, Taylor & Francis Journals, vol. 34(8), pages 677-698, May.
    14. Sugathan, Praveen & Ranjan, Kumar Rakesh & Mulky, Avinash G., 2017. "Atypical Shifts Post-failure: Influence of Co-creation on Attribution and Future Motivation to Co-create," Journal of Interactive Marketing, Elsevier, vol. 38(C), pages 64-81.
    15. Fellesson, Markus & Salomonson, Nicklas, 2016. "The expected retail customer: Value co-creator, co-producer or disturbance?," Journal of Retailing and Consumer Services, Elsevier, vol. 30(C), pages 204-211.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Stokburger-Sauer, Nicola E. & Teichmann, Karin, 2013. "Is luxury just a female thing? The role of gender in luxury brand consumption," Journal of Business Research, Elsevier, vol. 66(7), pages 889-896.
    2. Ham, Sunny & Lee, Kai-Sean & Koo, Bonhak & Kim, Seoyoung & Moon, Hyeyoung & Han, Heesup, 2021. "The rise of the grocerant: Patrons’ in-store dining experiences and consumption behaviors at grocery retail stores," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
    3. Inwon Kang & Deokhee Cheon & Matthew Shin, 2011. "Advertising strategy for outbound travel services," Service Business, Springer;Pan-Pacific Business Association, vol. 5(4), pages 361-380, December.
    4. O'Cass, A., 2000. "An assessment of consumers product, purchase decision, advertising and consumption involvement in fashion clothing," Journal of Economic Psychology, Elsevier, vol. 21(5), pages 545-576, October.
    5. Kautish, Pradeep & Paço, Arminda & Thaichon, Park, 2022. "Sustainable consumption and plastic packaging: Relationships among product involvement, perceived marketplace influence and choice behavior," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).
    6. Ahrholdt, Dennis C. & Gudergan, Siegfried P. & Ringle, Christian M., 2019. "Enhancing loyalty: When improving consumer satisfaction and delight matters," Journal of Business Research, Elsevier, vol. 94(C), pages 18-27.
    7. Catherine Viot & Juliette Passebois-Ducros, 2010. "Wine brands or branded wines? The specificity of the French market in terms of the brand," Post-Print hal-01803728, HAL.
    8. Pedro Julián Ramírez Angulo & Edison Jair Duque Oliva, 2013. "Involucramiento de producto y lealtad de marca para productos de consumo masivo en Bogotá D.C," Estudios Gerenciales, Universidad Icesi, September.
    9. Raza, Ali & Wasim, Manahil & Ishaq, Muhammad Ishtiaq, 2024. "Virtual reality-based product displays to inspire consumers’ purchase intentions: An experimental study," Journal of Business Research, Elsevier, vol. 175(C).
    10. Jaskirat Singh Rai & Apar Singh, 2020. "The Impact of Team Association on Attendees’ Product Knowledge and Purchase Intentions: A Case of Indian Premier League," IIM Kozhikode Society & Management Review, , vol. 9(2), pages 202-212, July.
    11. Franziska Rumpel & Michael Knuth & Micheal Schaefer, 2008. "Neural correlates for price involvement in purchase decisions with regards to fast-moving-consumer-goods," FEMM Working Papers 08033, Otto-von-Guericke University Magdeburg, Faculty of Economics and Management.
    12. Nguyen, Hang T. & Zhang, Yufei & Calantone, Roger J., 2018. "Brand portfolio coherence: Scale development and empirical demonstration," International Journal of Research in Marketing, Elsevier, vol. 35(1), pages 60-80.
    13. Yi, Youjae & Gong, Taeshik, 2013. "Customer value co-creation behavior: Scale development and validation," Journal of Business Research, Elsevier, vol. 66(9), pages 1279-1284.
    14. Colleen E. McClure & Justin M. Lawrence & Todd J. Arnold & Lisa K. Scheer, 2023. "The opportunities and costs of highly involved organizational buyers," Journal of the Academy of Marketing Science, Springer, vol. 51(2), pages 480-501, March.
    15. Ying-Chih Chang & Tsu-Ming Yeh & Fan-Yun Pai & Tai-Peng Huang, 2018. "Sport Activity for Health!! The Effects of Karate Participants’ Involvement, Perceived Value, and Leisure Benefits on Recommendation Intention," IJERPH, MDPI, vol. 15(5), pages 1-16, May.
    16. Shalom Levy & Israel Nebenzahl, 2008. "The influence of product involvement on consumers’ interactive processes in interactive television," Marketing Letters, Springer, vol. 19(1), pages 65-77, March.
    17. Martin Adam & Michael Wessel & Alexander Benlian, 2019. "Of early birds and phantoms: how sold-out discounts impact entrepreneurial success in reward-based crowdfunding," Review of Managerial Science, Springer, vol. 13(3), pages 545-560, June.
    18. Beaton, Anthony A. & Funk, Daniel C. & Ridinger, Lynn & Jordan, Jeremy, 2011. "Sport involvement: A conceptual and empirical analysis," Sport Management Review, Elsevier, vol. 14(2), pages 126-140, May.
    19. Lee, Kuan-Huei & Scott, Noel & Packer, Jan, 2014. "Habitus and food lifestyle: In-destination activity participation of Slow Food members," Annals of Tourism Research, Elsevier, vol. 48(C), pages 207-220.
    20. Jayson Lusk & Leatta McLaughlin & Sara Jaeger, 2007. "Strategy and response to purchase intention questions," Marketing Letters, Springer, vol. 18(1), pages 31-44, June.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:joreco:v:18:y:2011:i:4:p:271-277. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: https://www.journals.elsevier.com/journal-of-retailing-and-consumer-services .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.