Beauty or function? How different mass customization toolkits affect customers' process enjoyment

Abstract Although it is widely acknowledged that mass customization (MC) increases both company and customer value, the research has neglected the possible effects of different MC toolkits on customer responses. In this study, we investigate the influence of different MC toolkits on customers' process enjoyment by manipulating the extent to which those toolkits allow customers to customize a product's functional attributes (functional MC toolkits), aesthetic attributes (aesthetic MC toolkits), or both (supreme toolkits). In addition, we examine the moderating effect of customers' ability to customize. The results of two experimental studies show that regardless of their ability to customize, customers' process enjoyment is higher with an aesthetic MC toolkit than with a functional MC toolkit. For customers with a high ability to customize, process enjoyment with a supreme toolkit is higher than process enjoyment with an aesthetic toolkit, whereas no differences exist for customers with a low ability to customize. This research contributes significantly to the existing literature on mass customization and provides managers with insights on how to more effectively develop and implement MC toolkits. Copyright © 2015 John Wiley & Sons, Ltd.