ABSTRACT

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.

摘要

共同生产被定义为组织与消费者在设计、营销或交付消费者最终使用的商品或服务方面的合作。虽然联合生产已经存在了几十年，但从全方位服务到联合生产环境的过渡，如果处理不当，可能会引起消费者的担忧、抵制或怨恨。联合生产怨恨的影响在信息系统研究中受到的关注有限。本研究强调了将共同生产纳入法理网络的重要性，并探讨了在自助服务技术（尤其是自助结账）的背景下，共同生产怨恨对持续意图的影响。使用调查工具和众包收集了来自美国个人的 309 份回复样本。