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The effects of customer participation in co-created service recovery · Study

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ArticleThe effects of customer participation in co-created service recovery

Beibei Dong2007

Article2007

The effects of customer participation in co-created service recovery

Beibei Dong · Kenneth R. Evans · Shaoming Zou

757 citations·0/0 files stored·Journal of the Academy of Marketing Science

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Service and Product Innovation Customer Service Quality and Loyalty AI in Service Interactions

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References

1977Self-efficacy: Toward a unifying theory of behavioral change.1988Structural equation modeling in practice: A review and recommended two-step approach.1988On the Evaluation of Structural Equation Models 2003Evolving to a New Dominant Logic for Marketing 2004Co‐creating unique value with customers 2006Service-dominant logic: reactions, reflections and refinements 2006The Service-dominant Logic of Marketing: Dialog, Debate, and Directions 2004The Four Service Marketing Myths

Cited by

2010Not always co‐creation: introducing interactional co‐destruction of value in service‐dominant logic 2014Theory of value co-creation: a systematic literature review 2016A social commerce investigation of the role of trust in a social networking site on purchase intentions 2013Value co-creation and purchase intention in social network sites: The role of electronic Word-of-Mouth and trust – A theoretical analysis 2015Utilizing customer knowledge in innovation: antecedents and impact of customer involvement on new product performance

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Details

Year2007

Typearticle

Published2007-07-27

VenueJournal of the Academy of Marketing Science

ISSN-L0092-0703

Languageen

Citations757

Files0 public / 0

ShelfService and Product Innovation

Identifiers

doi10.1007/s11747-007-0059-8

openalex_workW2148646703

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2017Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens

2018Co-Production and Co-Creation

2016Efficacy of co-creation and mastering on perceived value and satisfaction in tourists' consumption