The journey from customer participation in service failure to co-creation in service recovery
Ramin Bagherzadeh, Monika Rawal, Shuqin Wei, Jose Luis Saavedra Torres
| Year of publication: |
2020
|
|---|---|
| Authors: | Bagherzadeh, Ramin ; Rawal, Monika ; Wei, Shuqin ; Saavedra Torres, Jose Luis |
| Published in: |
Journal of retailing and consumer services. - Amsterdam [u.a.] : Elsevier, ISSN 0969-6989, ZDB-ID 1204385-0. - Vol. 54.2020, p. 1-10
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| Subject: | Co-creation | Customer participation | Satisfaction | Service failure | Service recovery | Word-of-mouth | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Beschwerdemanagement | Complaint management | Beziehungsmarketing | Relationship marketing | Kundenintegration | Customer integration | Virales Marketing | Viral marketing | Konsumentenverhalten | Consumer behaviour | Dienstleistungsmarketing | Services marketing |