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~isPartOf:"International journal of production economics"
~isPartOf:"Journal of service research : JSR"
~person:"Tang, Chuanyi"
~subject:"service recovery"
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service recovery
Beschwerdemanagement
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Complaint management
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Consumer behaviour
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Customer satisfaction
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Customer value
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Dienstleistungsqualität
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Kundenwert
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Kundenzufriedenheit
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cocreation
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outcome favorability
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perceived control
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Tang, Chuanyi
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International journal of production economics
Journal of service research : JSR
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The role of perceived control in customer value cocreation and service recovery evaluation
Guo, Lin
;
Lotz, Sherry L.
;
Tang, Chuanyi
;
Gruen, Thomas W.
- In:
Journal of service research : JSR
19
(
2016
)
1
,
pp. 39-56
Persistent link: https://www.econbiz.de/10011433138
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