Co-production and customer loyalty in financial services

Seigyoung Auh, Simon Bell, Colin McLeod, Eric Shih

Research output: Contribution to journalArticleResearchpeer-review

472 Citations (Scopus)

Abstract

Recent developments in marketing thought and practice highlight the opportunities that co-production of services provide for creating customer value. The authors propose a model of co-production with which they investigate the links between co-production and customer loyalty and the factors likely to increase the level of co-production in a financial services context, with support from an investigation in the medical services context. Further, the authors consider the relationships of customer expertise, customer - advisor communication, customer affective commitment, and interactional justice with the level of co-production. On the basis of testing with a sample of 1,197 customers of a large multinational financial services organization and 100 patients of medical services, the model is partially supported. Therefore, the authors suggest that co-production may have an important role as a basis for competition in the financial services industry.
Original languageEnglish
Pages (from-to)359 - 370
Number of pages12
JournalJournal of Retailing
Volume83
Issue number3
DOIs
Publication statusPublished - 2007
Externally publishedYes

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