Recovering coproduced service failures : antecedents, consequences, and moderators of locus of recovery
Beibei Dong, K. Sivakumar, Kenneth R. Evans, and Shaoming Zou
| Year of publication: |
August 2016
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|---|---|
| Authors: | Dong, Beibei ; Sivakumar, K. ; Evans, Kenneth R. ; Zou, Shaoming |
| Published in: |
Journal of service research : JSR. - Thousand Oaks, CA : SAGE Publications, ISSN 1094-6705, ZDB-ID 1490069-5. - Vol. 19.2016, 3, p. 291-306
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| Subject: | locus of recovery | customer participation | self-efficacy | recovery urgency | attribution of failure | service recovery | coproduction | cocreation | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing | Konsumentenverhalten | Consumer behaviour | Kundenservice | Customer service |