Collaboration in service recovery : control, effort, and self-serving bias
Year of publication: |
2022
|
---|---|
Authors: | Park, Joohyung ; Ha, Sejin |
Published in: |
Services marketing quarterly. - Philadelphia, PA : Routledge, Taylor & Francis Group, ISSN 1533-2977, ZDB-ID 2113057-7. - Vol. 43.2022, 1, p. 87-109
|
Subject: | Co-creation | perceived control | self-serving bias | service recovery | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Systematischer Fehler | Bias |
-
The role of perceived control in customer value cocreation and service recovery evaluation
Guo, Lin, (2016)
-
Consumer control in service recovery : beyond decisional control
Joosten, Herm, (2017)
-
The role of employee affective delivery and customer perceived control in service recovery
Kenesei, Zsófia, (2018)
- More ...
-
Park, Joohyung, (2012)
-
Park, Joohyung, (2011)
-
Park, Joohyung, (2012)
- More ...