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Recovering coproduced service failures : antecedents, consequences, and moderators of locus of recovery
Dong, Beibei; Sivakumar, K.; Evans, Kenneth R.; Zou, … - In: Journal of service research : JSR 19 (2016) 3, pp. 291-306
Persistent link: https://www.econbiz.de/10011665411
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A process-output classification for customer participation in services
Dong, Beibei; Sivakumar, K. - In: Journal of service management 26 (2015) 5, pp. 726-750
Persistent link: https://www.econbiz.de/10011503557
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How a customer participates matters : "I am producing" versus "I am designing"
Dong, Beibei - In: The journal of services marketing 29 (2015) 6/7, pp. 498-510
Persistent link: https://www.econbiz.de/10011418354
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Customer participation in services : domain, scope, and boundaries
Dong, Beibei; Sivakumar, K. - In: Journal of the Academy of Marketing Science 45 (2017) 6, pp. 944-965
Persistent link: https://www.econbiz.de/10011779550
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The long-term impact of service empathy and responsiveness on customer satisfaction and profitability : a longitudinal investigation in a healthcare context
Ye, Jun; Dong, Beibei; Lee, Ju-Yeon - In: Marketing letters : a journal of research in marketing 28 (2017) 4, pp. 551-564
Persistent link: https://www.econbiz.de/10011780865
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Online review characteristics and trust : a cross-country examination
Dong, Beibei; Li, Mei; Sivakumar, K. - In: Decision sciences : DS 50 (2019) 3, pp. 537-566
Persistent link: https://www.econbiz.de/10012060531
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Understanding surprise : toward a theory of surprise marketing
Guo, Wenjun Emma; Dong, Beibei; Palmatier, Robert W. - 2025
Persistent link: https://www.econbiz.de/10015396543
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"We earned the coupon together" : the missing link of experience cocreation in shared coupons
Fang, Eric; Dong, Beibei; Zhuang, Mengzhou; Cai, Fengyan - In: Journal of marketing 87 (2023) 3, pp. 451-471
Persistent link: https://www.econbiz.de/10014245145
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Tales of two channels : digital advertising performance between ai recommendation and user subscription channels
Dong, Beibei; Zhuang, Mengzhou; Fang, Eric; Huang, Minxue - In: Journal of marketing 88 (2024) 2, pp. 141-162
Persistent link: https://www.econbiz.de/10014582909
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Customer query handling in sales interactions
Singh, Sunil; Marinova, Detelina; Singh, Jagdip; Evans, … - In: Journal of the Academy of Marketing Science 46 (2018) 5, pp. 837-856
Persistent link: https://www.econbiz.de/10011924771