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Selected Works of Katia Guerra
Article
The Impact of Coproduction Resentment on Continuation Intention
Journal of Computer Information Systems (2022)
  • Vess L. Johnson, University of North Texas
  • Richard Woolridge, University of Arkansas at Little Rock
  • Angelina Kiser, University of the Incarnate Word
  • Katia Guerra, University of North Texas
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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.
Keywords
  • coproduction,
  • coproduction resentment,
  • IS continuance model,
  • self-checkout
Disciplines
Publication Date
2022
DOI
https://doi.org/10.1080/08874417.2021.1971578
Citation Information
Vess L. Johnson, Richard Woolridge, Angelina Kiser and Katia Guerra. "The Impact of Coproduction Resentment on Continuation Intention" Journal of Computer Information Systems Vol. 62 Iss. 2 (2022) p. 410 - 421
Available at: http://works.bepress.com/katia-guerra/3/