Customer complaint avoidance : a randomized field experiment of platform governance based on value co-creation and appropriation

Xia Zhao, Peijian Song, Lanfei Shi, Ling Xue, Fan Feng

Year of publication:	2023
Authors:	Zhao, Xia ; Song, Peijian ; Shi, Lanfei ; Xue, Ling ; Feng, Fan
Published in:	MIS quarterly. - Minneapolis, Minn : MISRC, ISSN 2162-9730, ZDB-ID 2068190-2. - Vol. 47.2023, 3, p. 955-982
Subject:	Value co-creation \| value appropriation \| platform governance \| complaint \| digital platforms \| randomized field experiment \| Digitale Plattform \| Digital platform \| Kundenintegration \| Customer integration \| Beschwerdemanagement \| Complaint management \| Betriebliche Wertschöpfung \| Value creation \| Feldforschung \| Field research \| Kundenwert \| Customer value \| Beziehungsmarketing \| Relationship marketing

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