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Effect of customer participation on service outcomes : the moderating role of participation readiness
Dong, Beibei; Sivakumar, K.; Evans, Kenneth R.; Zou, … - In: Journal of service research : JSR 18 (2015) 2, pp. 160-176
Persistent link: https://www.econbiz.de/10011283711
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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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Receiving, recording, and responding to customer complaints : the effects of formalizing customer complaint handling policies in retail firms
Shooshtari, Nader H.; Stan, Simona; Clouse, Shawn F. - In: Services marketing quarterly 39 (2018) 3, pp. 225-239
Persistent link: https://www.econbiz.de/10011940195