The Impact of Coproduction Resentment on Continuation Intention

Coproduction is defined as collaboration between an organization and the consumer in the design, marketing, or delivery of goods or services, which the consumer ultimately utilizes. While coproduction has existed for decades, the transition from a full-service to a coproduction environment, if not h...

Full description

Saved in:
Bibliographic Details
Published inThe Journal of computer information systems Vol. 62; no. 2; pp. 410 - 421
Main Authors Johnson, Vess L., Woolridge, Richard, Kiser, Angelina, Guerra, Katia
Format Journal Article
LanguageEnglish
Published Stillwater Taylor & Francis 04.03.2022
Taylor & Francis Ltd
Subjects
Checkout
Coproduction
coproduction resentment
Information systems
IS continuance model
self-checkout
Online AccessGet full text

Cover

More Information
Summary:Coproduction is defined as collaboration between an organization and the consumer in the design, marketing, or delivery of goods or services, which the consumer ultimately utilizes. While coproduction has existed for decades, the transition from a full-service to a coproduction environment, if not handled correctly, can be met with apprehension, resistance, or resentment by the consumer. The impact of coproduction resentment has received limited attention in information systems research. This study highlights the importance of including coproduction in the nomological net and explores the impact of coproduction resentment on continuance intention within the context of self-service technology, in particular self-checkout. A sample of 309 responses from individuals in the United States was collected using a survey instrument and crowdsourcing. Utilizing the IS continuance model as the theoretical lens, results indicate that coproduction resentment has a negative impact on both consumer satisfaction and continuance intention.
ISSN:0887-4417
2380-2057
DOI:10.1080/08874417.2021.1971578