The dark side of customer co-creation : exploring the consequences of failed co-created services
Sven Heidenreich; Kristina Wittkowski; Matthias Handrich; Tomas Falk
| Year of publication: |
2015
|
|---|---|
| Authors: | Heidenreich, Sven ; Wittkowski, Kristina ; Handrich, Matthias ; Falk, Tomas |
| Published in: |
Journal of the Academy of Marketing Science. - New York, NY : Springer Science + Business Media LLC, ISSN 0092-0703, ZDB-ID 1187865-4. - Vol. 43.2015, 3, p. 279-296
|
| Subject: | Customer co-creation | Service failure | Service recovery | Technology-based services | Kundenintegration | Customer integration | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing | Beschwerdemanagement | Complaint management | Dienstleistungssektor | Service industry | Konsumentenverhalten | Consumer behaviour | Dienstleistungsmarketing | Services marketing | Betriebliche Wertschöpfung | Value creation | Dienstleistung | Services | Kundenservice | Customer service |
| Extent: | graph. Darst. |
|---|---|
| Type of publication: | Article |
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://ebvufind01.dmz1.zbw.eu/10011287133