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Recovering Coproduced Service Failures

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References

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2006Service-dominant logic: reactions, reflections and refinements

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1,887 cited

2004Services Marketing: Integrating Customer Focus Across the Firm1,789 cited

Cited by

2019A systematic review of brand transgression, service failure recovery and product-harm crisis: integration and guiding insights416 cited
2018The Service Recovery Journey: Conceptualization, Integration, and Directions for Future Research368 cited
2018Service failures after online flash sales: role of deal proneness, attribution, and emotion51 cited
2022Collaboration, feedback, and performance: Supply chain insights from service-dominant logic35 cited
2019The impact of customer controllability and service recovery type on customer satisfaction and consequent behavior intentions31 cited
2021The effect of employees' politeness strategy and customer membership on customers' perception of co-recovery and online post-recovery satisfaction30 cited
2019Recovering co-created service failures: the missing link of perceived justice and ethicalness27 cited
2022Value co-creation through social media: a multistakeholder, communication perspective25 cited
2023Factors influencing consumer forgiveness: a systematic literature review and directions for future research25 cited
2016Gender differences in the intentions to voice complaints across different service failure modes24 cited
2018Does the Co‐Creation of Service Recovery Create Value for Customers? The Underlying Mechanism of Motivation and the Role of Operant Resources23 cited
2018The process of solving problems with self-service technologies: a study from the user’s perspective21 cited
2019Moving Toward Collaborative Service Recovery: A Multiactor Orientation21 cited
2018Boundary conditions of the effect of customer coproduction: the case of service failure16 cited
2020Knowledge-based resources in explaining service recovery performance: a multilevel investigation15 cited
2022Revisiting power messaging in service failures: Pitfalls and proposed solutions14 cited