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Recovering service failure through resource integration

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References

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1999

Building Process Theory with Narrative: From Description to Explanation

1,310 cited

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2018Does the Co‐Creation of Service Recovery Create Value for Customers? The Underlying Mechanism of Motivation and the Role of Operant Resources23 cited
2019Moving Toward Collaborative Service Recovery: A Multiactor Orientation21 cited
2021Customer satisfaction with complaint responses under the moderation of involvement18 cited
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2016An Interrogation of Accounting–Marketing Interface in UK Financial Services Organisations: Mixing Cats with Dogs?12 cited