{"id":"https://openalex.org/W2889256385","doi":"https://doi.org/10.1080/23311975.2018.1516109","title":"Say it\u2019s fantastic or say nothing at all: Effects of feedback on consumers\u2019 satisfaction with the outcome of co-production","display_name":"Say it\u2019s fantastic or say nothing at all: Effects of feedback on consumers\u2019 satisfaction with the outcome of co-production","publication_year":2018,"publication_date":"2018-01-01","ids":{"openalex":"https://openalex.org/W2889256385","doi":"https://doi.org/10.1080/23311975.2018.1516109","mag":"2889256385"},"language":"en","primary_location":{"id":"doi:10.1080/23311975.2018.1516109","doi":"https://doi.org/10.1080/23311975.2018.1516109","is_oa":true,"landing_page_url":"https://doi.org/10.1080/23311975.2018.1516109","pdf_url":"https://www.tandfonline.com/doi/epdf/10.1080/23311975.2018.1516109?needAccess=true&role=button","source":{"id":"https://openalex.org/S2738076829","display_name":"Cogent Business & Management","issn_l":"2331-1975","issn":["2331-1975"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["abdc-c","cwts-core","doaj","fnege-4","jufo-1","norway-1","poland-40","russia-white-list-2","vabb-shw"],"host_organization":"https://openalex.org/P4310311767","host_organization_name":"Cogent OA","host_organization_lineage":["https://openalex.org/P4310311767"],"host_organization_lineage_names":["Cogent OA"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Cogent Business & Management","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref","doaj"],"open_access":{"is_oa":true,"oa_status":"gold","oa_url":"https://www.tandfonline.com/doi/epdf/10.1080/23311975.2018.1516109?needAccess=true&role=button","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5077270098","display_name":"May Irene Furenes Klippen","orcid":"https://orcid.org/0000-0002-0591-5643","observed_orcids":["https://orcid.org/0000-0002-0591-5643"]},"institutions":[{"id":"https://openalex.org/I92008406","display_name":"University of Stavanger","ror":"https://ror.org/02qte9q33","country_code":"NO","type":"education","lineage":["https://openalex.org/I92008406"]}],"countries":["NO"],"is_corresponding":true,"raw_author_name":"May Irene Furenes","raw_affiliation_strings":["The Norwegian School of Hotel Management, University of Stavanger, Norway, 4036 Stavanger, Norway"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"The Norwegian School of Hotel Management, University of Stavanger, Norway, 4036 Stavanger, Norway","institution_ids":["https://openalex.org/I92008406"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5077019140","display_name":"Olga Gjerald","orcid":"https://orcid.org/0000-0001-8026-4898","observed_orcids":["https://orcid.org/0000-0001-8026-4898"]},"institutions":[{"id":"https://openalex.org/I92008406","display_name":"University of Stavanger","ror":"https://ror.org/02qte9q33","country_code":"NO","type":"education","lineage":["https://openalex.org/I92008406"]}],"countries":["NO"],"is_corresponding":false,"raw_author_name":"Olga Gjerald","raw_affiliation_strings":["The Norwegian School of Hotel Management, University of Stavanger, Norway, 4036 Stavanger, Norway"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"The Norwegian School of Hotel Management, University of Stavanger, Norway, 4036 Stavanger, Norway","institution_ids":["https://openalex.org/I92008406"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5003658280","display_name":"Torvald \u00d8gaard","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I92008406","display_name":"University of Stavanger","ror":"https://ror.org/02qte9q33","country_code":"NO","type":"education","lineage":["https://openalex.org/I92008406"]}],"countries":["NO"],"is_corresponding":false,"raw_author_name":"Torvald \u00d8gaard","raw_affiliation_strings":["The Norwegian School of Hotel Management, University of Stavanger, Norway, 4036 Stavanger, Norway"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"The Norwegian School of Hotel Management, University of Stavanger, Norway, 4036 Stavanger, Norway","institution_ids":["https://openalex.org/I92008406"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5077270098"],"corresponding_institution_ids":["https://openalex.org/I92008406"],"apc_list":{"value":950,"currency":"GBP","value_usd":1165},"apc_paid":{"value":950,"currency":"GBP","value_usd":1165},"fwci":0.4211,"has_fulltext":true,"cited_by_count":9,"citation_normalized_percentile":{"value":0.7731079,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":88,"max":96},"biblio":{"volume":"5","issue":"1","first_page":"1516109","last_page":"1516109"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.7577999830245972,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.7577999830245972,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.23649999499320984,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12284","display_name":"Emotional Labor in Professions","score":0.0008999999845400453,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/co-production","display_name":"co-production","score":0.9309999942779541},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.7749999761581421},{"id":"https://openalex.org/keywords/face-to-face-feedback","display_name":"face-to-face feedback","score":0.9200000166893005},{"id":"https://openalex.org/keywords/self-presentation-theory","display_name":"self-presentation theory","score":0.859000027179718},{"id":"https://openalex.org/keywords/task-performance","display_name":"task performance","score":0.5270000100135803},{"id":"https://openalex.org/keywords/service-outcomes","display_name":"service outcomes","score":0.5260000228881836},{"id":"https://openalex.org/keywords/consumer-participation","display_name":"consumer participation","score":0.4950000047683716},{"id":"https://openalex.org/keywords/awareness-of-others","display_name":"awareness of others","score":0.7519999742507935}],"concepts":[{"id":"https://openalex.org/C148220186","wikidata":"https://www.wikidata.org/wiki/Q7111912","display_name":"Outcome (game theory)","level":2,"score":0.8113989233970642},{"id":"https://openalex.org/C2780451532","wikidata":"https://www.wikidata.org/wiki/Q759676","display_name":"Task (project management)","level":2,"score":0.779873251914978},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.6103441119194031},{"id":"https://openalex.org/C2778348673","wikidata":"https://www.wikidata.org/wiki/Q739302","display_name":"Production (economics)","level":2,"score":0.6096986532211304},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.5344988703727722},{"id":"https://openalex.org/C2777359053","wikidata":"https://www.wikidata.org/wiki/Q2463823","display_name":"Face-to-face","level":2,"score":0.4652581810951233},{"id":"https://openalex.org/C2779304628","wikidata":"https://www.wikidata.org/wiki/Q3503480","display_name":"Face (sociological concept)","level":2,"score":0.4239421486854553},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.39920833706855774},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.33631062507629395},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.3216145932674408},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.3197634816169739},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.110192209482193},{"id":"https://openalex.org/C175444787","wikidata":"https://www.wikidata.org/wiki/Q39072","display_name":"Microeconomics","level":1,"score":0.09875229001045227},{"id":"https://openalex.org/C187736073","wikidata":"https://www.wikidata.org/wiki/Q2920921","display_name":"Management","level":1,"score":0.07244572043418884},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0}],"mesh":[],"locations_count":7,"locations":[{"id":"doi:10.1080/23311975.2018.1516109","doi":"https://doi.org/10.1080/23311975.2018.1516109","is_oa":true,"landing_page_url":"https://doi.org/10.1080/23311975.2018.1516109","pdf_url":"https://www.tandfonline.com/doi/epdf/10.1080/23311975.2018.1516109?needAccess=true&role=button","source":{"id":"https://openalex.org/S2738076829","display_name":"Cogent Business & Management","issn_l":"2331-1975","issn":["2331-1975"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["abdc-c","cwts-core","doaj","fnege-4","jufo-1","norway-1","poland-40","russia-white-list-2","vabb-shw"],"host_organization":"https://openalex.org/P4310311767","host_organization_name":"Cogent OA","host_organization_lineage":["https://openalex.org/P4310311767"],"host_organization_lineage_names":["Cogent OA"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Cogent Business & Management","raw_type":"journal-article"},{"id":"pmh:oai:RePEc:taf:oabmxx:v:5:y:2018:i:1:p:1516109","doi":null,"is_oa":false,"landing_page_url":"http://hdl.handle.net/10.1080/23311975.2018.1516109","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"},{"id":"pmh:oai:brage.bibsys.no:11250/2560091","doi":null,"is_oa":true,"landing_page_url":"http://hdl.handle.net/11250/2560091","pdf_url":null,"source":{"id":"https://openalex.org/S4306400255","display_name":"BIBSYS Brage (BIBSYS (Norway))","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I173212132","host_organization_name":"Vilnius University","host_organization_lineage":["https://openalex.org/I173212132"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Cogent Business & Management","raw_type":"Journal article"},{"id":"pmh:oai:doaj.org/article:b5dc80662000421091e793420043c7d0","doi":null,"is_oa":true,"landing_page_url":"https://doaj.org/article/b5dc80662000421091e793420043c7d0","pdf_url":null,"source":{"id":"https://openalex.org/S4306401280","display_name":"DOAJ (DOAJ: Directory of Open Access Journals)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Cogent Business & Management, Vol 5, Iss 1 (2018)","raw_type":"article"},{"id":"pmh:oai:econstor.eu:10419/206112","doi":null,"is_oa":true,"landing_page_url":"http://hdl.handle.net/10419/206112","pdf_url":null,"source":{"id":"https://openalex.org/S4306401696","display_name":"Econstor (Econstor)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"doc-type:article"},{"id":"pmh:oai:openaccess.nhh.no:11250/2563559","doi":null,"is_oa":true,"landing_page_url":"http://hdl.handle.net/11250/2563559","pdf_url":null,"source":{"id":"https://openalex.org/S7407064446","display_name":"NORA - Norwegian Open Research Archives","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Cogent Business & Management","raw_type":"info:eu-repo/semantics/article"},{"id":"pmh:oai:uis.brage.unit.no:11250/2560091","doi":null,"is_oa":true,"landing_page_url":"http://hdl.handle.net/11250/2560091","pdf_url":null,"source":{"id":"https://openalex.org/S7407064446","display_name":"NORA - Norwegian Open Research Archives","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Cogent Business & Management","raw_type":"info:eu-repo/semantics/article"}],"best_oa_location":{"id":"doi:10.1080/23311975.2018.1516109","doi":"https://doi.org/10.1080/23311975.2018.1516109","is_oa":true,"landing_page_url":"https://doi.org/10.1080/23311975.2018.1516109","pdf_url":"https://www.tandfonline.com/doi/epdf/10.1080/23311975.2018.1516109?needAccess=true&role=button","source":{"id":"https://openalex.org/S2738076829","display_name":"Cogent Business & Management","issn_l":"2331-1975","issn":["2331-1975"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["abdc-c","cwts-core","doaj","fnege-4","jufo-1","norway-1","poland-40","russia-white-list-2","vabb-shw"],"host_organization":"https://openalex.org/P4310311767","host_organization_name":"Cogent OA","host_organization_lineage":["https://openalex.org/P4310311767"],"host_organization_lineage_names":["Cogent OA"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Cogent Business & Management","raw_type":"journal-article"},"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W2889256385.pdf","grobid_xml":"https://content.openalex.org/works/W2889256385.grobid-xml"},"referenced_works_count":56,"referenced_works":["https://openalex.org/W125827716","https://openalex.org/W345530196","https://openalex.org/W1484506127","https://openalex.org/W1563379911","https://openalex.org/W1571462307","https://openalex.org/W1571928644","https://openalex.org/W1572953539","https://openalex.org/W1574378514","https://openalex.org/W1730782591","https://openalex.org/W1849190772","https://openalex.org/W1949366217","https://openalex.org/W1966986663","https://openalex.org/W1984426948","https://openalex.org/W1986793794","https://openalex.org/W2006715383","https://openalex.org/W2022965574","https://openalex.org/W2025500414","https://openalex.org/W2029483732","https://openalex.org/W2030441548","https://openalex.org/W2037124948","https://openalex.org/W2037557484","https://openalex.org/W2040263673","https://openalex.org/W2065709988","https://openalex.org/W2067510394","https://openalex.org/W2069636784","https://openalex.org/W2081155210","https://openalex.org/W2083113231","https://openalex.org/W2083672014","https://openalex.org/W2088594554","https://openalex.org/W2089399853","https://openalex.org/W2091061480","https://openalex.org/W2107031757","https://openalex.org/W2110134801","https://openalex.org/W2123136637","https://openalex.org/W2124405828","https://openalex.org/W2124668684","https://openalex.org/W2138375504","https://openalex.org/W2154596473","https://openalex.org/W2160361478","https://openalex.org/W2162487635","https://openalex.org/W2166649938","https://openalex.org/W2173229591","https://openalex.org/W2174993737","https://openalex.org/W2209614990","https://openalex.org/W2280643830","https://openalex.org/W2291477636","https://openalex.org/W2304879570","https://openalex.org/W2335448092","https://openalex.org/W2493154859","https://openalex.org/W2522711617","https://openalex.org/W2558547836","https://openalex.org/W2558835330","https://openalex.org/W2560140854","https://openalex.org/W2606512328","https://openalex.org/W3123727889","https://openalex.org/W4300870773"],"related_works":["https://openalex.org/W2558547836","https://openalex.org/W2990937349","https://openalex.org/W2466174932","https://openalex.org/W7110654629","https://openalex.org/W2118677434","https://openalex.org/W2166649938","https://openalex.org/W7095888765","https://openalex.org/W1983327080","https://openalex.org/W2571252739","https://openalex.org/W2407094138"],"abstract_inverted_index":{"Participation":[0],"in":[1,72],"co-production":[2],"is":[3],"essential":[4],"for":[5],"consumers":[6,21],"to":[7,30],"ensure":[8,13],"successful":[9],"service":[10,16,18,49,57],"outcomes.":[11],"To":[12],"a":[14,31],"satisfying":[15],"outcome,":[17],"providers":[19],"offer":[20],"feedback":[22,38,47,79,117,129],"on":[23,34,68,130],"their":[24,122],"task":[25,87,124,134],"performance.":[26,88,135],"This":[27],"study":[28],"contributes":[29],"better":[32],"understanding":[33],"how":[35,46,77],"positive":[36,115,127],"face-to-face":[37,78,116,128],"can":[39],"drive":[40],"consumers\u2019":[41,52,81],"satisfaction.":[42],"More":[43],"knowledge":[44],"of":[45,86,103,121],"from":[48],"employees":[50],"drives":[51],"satisfaction":[53,82,93],"will":[54],"help":[55],"the":[56,69,84,119,131],"industry":[58],"design,":[59],"customize,":[60],"and":[61],"deliver":[62],"meaningful":[63],"experience-based":[64],"products.":[65],"By":[66],"drawing":[67],"self-presentation":[70],"theory,":[71],"two":[73],"experiments,":[74],"we":[75],"tested":[76],"influences":[80],"with":[83,94],"outcome":[85,96,120],"Our":[89],"analysis":[90],"showed":[91],"that":[92],"self-produced":[95],"was":[97],"lower":[98],"when":[99,112],"participants":[100],"were":[101,109],"aware":[102],"others":[104],"during":[105],"co-production.":[106],"Furthermore,":[107],"participants\u2019":[108],"more":[110],"satisfied":[111],"they":[113],"received":[114],"about":[118],"own":[123],"performance":[125],"than":[126],"process":[132],"underlying":[133]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":2},{"year":2023,"cited_by_count":3},{"year":2022,"cited_by_count":1},{"year":2019,"cited_by_count":1}],"updated_date":"2026-11-04T10:54:05.112534","created_date":"2018-09-07T00:00:00"}