بررسی احساسات ناشی از عدم همکاری
|کد مقاله||سال انتشار||تعداد صفحات مقاله انگلیسی||ترجمه فارسی|
|129277||2017||10 صفحه PDF||سفارش دهید|
نسخه انگلیسی مقاله همین الان قابل دانلود است.
هزینه ترجمه مقاله بر اساس تعداد کلمات مقاله انگلیسی محاسبه می شود.
این مقاله تقریباً شامل 10289 کلمه می باشد.
هزینه ترجمه مقاله توسط مترجمان با تجربه، طبق جدول زیر محاسبه می شود:
Publisher : Elsevier - Science Direct (الزویر - ساینس دایرکت)
Journal : Journal of Business Research, Volume 78, September 2017, Pages 43-52
Service 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.