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~isPartOf:"Journal of service research : JSR"
~language:"eng"
~person:"Dong, Beibei"
~subject:"perceived service quality"
~type:"article"
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perceived service quality
Beziehungsmarketing
2
Consumer behaviour
2
Customer satisfaction
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Dienstleistungsqualität
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Konsumentenverhalten
2
Kundenzufriedenheit
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Relationship marketing
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Service quality
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customer participation
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Beschwerdemanagement
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Complaint management
1
Customer service
1
Kundenservice
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ability
1
attribution of failure
1
benefit of participation
1
cocreation
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coproduction
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customer satisfaction
1
locus of recovery
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recovery urgency
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role identification
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self-efficacy
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service outcomes
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service recovery
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Dong, Beibei
Evans, Kenneth R.
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Sivakumar, K.
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Zou, Shaoming
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Journal of service research : JSR
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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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