The role of perceived control in customer value cocreation and service recovery evaluation
Lin Guo, Sherry L. Lotz, Chuanyi Tang, and Thomas W. Gruen
| Year of publication: |
February 2016
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|---|---|
| Authors: | Guo, Lin ; Lotz, Sherry L. ; Tang, Chuanyi ; Gruen, Thomas W. |
| Published in: |
Journal of service research : JSR. - Thousand Oaks, CA : SAGE Publications, ISSN 1094-6705, ZDB-ID 1490069-5. - Vol. 19.2016, 1, p. 39-56
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| Subject: | perceived control | perceived justice | cocreation | service recovery | outcome favorability | relationship-based self-esteem | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Kundenwert | Customer value | Gerechtigkeit | Justice | Beziehungsmarketing | Relationship marketing | Konsumentenverhalten | Consumer behaviour |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1177/1094670515597213 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011433138