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首页> 外文期刊>Journal of Business Research >When co-production fails: The role of customer's internal attributions and impression management concerns
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When co-production fails: The role of customer's internal attributions and impression management concerns

机译：当共制失败时：客户内部归因和印象管理的作用

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摘要

Contrary to the expected notion of self-serving bias, co-production researchers have found that when co-produced products and services fail, customers internally attribute the failures to themselves. We examine the influence of different internal attributions on customers' future behavioral intentions. Two independent experiments using two different types of co-production stimulus show that effort and ability attributions have different effects on customer's intentions regarding co-production in the future. Furthermore, the customer perspective of ability as fixed vs. learnable, influences the effects of ability attribution. Elucidating the underlying mechanism of these effects, we investigate co-production situations, wherein the stimulus of social presence can trigger impression management and reduce the avoidance goal orientation that emerges after failure when ability is seen as difficult to develop.
机译：与自信偏差的预期概念相反，共生的研究人员发现，当共产产品和服务失败时，客户内部将故障归因于自己。我们研究了不同内部归因对客户未来行为意图的影响。使用两种不同类型的共同生产刺激的两个独立实验表明，努力和能力归属对客户在未来合作的意图产生不同的影响。此外，客户的能力视为固定与学习的能力，影响能力归因的影响。阐明这些效果的潜在机制，我们调查了共同生产情况，其中社会存在刺激可以触发印模管理，减少失败后出现的避免目标取向，当能力被视为难以发展。

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