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Great expectations and great perform...

Friedman, Douglas Clayton.

Great expectations and great performances: The effects of training customers as co-producers.

Record Type:	Electronic resources : Monograph/item
Title/Author:	Great expectations and great performances: The effects of training customers as co-producers.
Author:	Friedman, Douglas Clayton.
Description:	116 p.
Notes:	Chair: Claude R. Martin, Jr.
Notes:	Source: Dissertation Abstracts International, Volume: 66-10, Section: A, page: 3728.
Contained By:	Dissertation Abstracts International66-10A.
Subject:	Business Administration, Marketing.
Online resource:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3192637
ISBN:	9780542364815

Great expectations and great performances: The effects of training customers as co-producers.
Friedman, Douglas Clayton.

Great expectations and great performances: The effects of training customers as co-producers. - 116 p.

Chair: Claude R. Martin, Jr.

Thesis (Ph.D.)--University of Michigan, 2005.

The studies found that while providing written training to verbalizers was helpful, providing written training to visualizers was essentially worthless at best in terms of increasing expectations. This suggests that businesses that are planning to provide training to help customers in their co-production tasks can increase customers' "will happen" expectations by providing video or live modeling training for visual learners.

ISBN: 9780542364815Subjects--Topical Terms:

212494
Business Administration, Marketing.

Great expectations and great performances: The effects of training customers as co-producers.
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100 0 $a Friedman, Douglas Clayton. $3 244902
245 1 0 $a Great expectations and great performances: The effects of training customers as co-producers.
300 $a 116 p.
500 $a Chair: Claude R. Martin, Jr.
500 $a Source: Dissertation Abstracts International, Volume: 66-10, Section: A, page: 3728.
502 $a Thesis (Ph.D.)--University of Michigan, 2005.
520 # $a The studies found that while providing written training to verbalizers was helpful, providing written training to visualizers was essentially worthless at best in terms of increasing expectations. This suggests that businesses that are planning to provide training to help customers in their co-production tasks can increase customers' "will happen" expectations by providing video or live modeling training for visual learners.
520 # $a This paper looks at the effects of training on customer expectations and performance as co-producers of a service. It examines the interactions between learning styles and training and how those influence the ability to carry out co-production tasks, as well as expectations of happiness and satisfaction with performance. Variables examined include actual performance, expected performance in the current trial, satisfaction with performance and expected performance in future co-production opportunities.
520 # $a Two studies were conducted. The first employed a 3x2 experimental design. 60 participants were provided either no training or written instructions or video training prior to carrying out three tasks on the Internet. In the second study, which employed a 2x2 experimental design, 46 participants received either written instructions or watched a video on how to prepare a Mexican dish. Providing training of any type improved expectations of happiness and satisfaction at significant levels, and expectations of performance at p = .07. The interaction of training method and learning style influenced expectations, but had mainly indirect effects on actual results and predictions of future performance by influencing expectations. Expectations were found to influence results and both expectations and actual results influenced predictions of future performance.
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650 # 0 $a Business Administration, Marketing. $3 212494
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710 0 # $a University of Michigan. $3 212464
773 0 # $g 66-10A. $t Dissertation Abstracts International
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790 1 0 $a Martin, Claude R., Jr., $e advisor
791 $a Ph.D.
792 $a 2005
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