Wei, Shuqin; Ang, Tyson; Anaza, Nwamaka A. - In: Journal of Services Marketing 33 (2019) 7, pp. 921-935
Purpose: Drawing on the fairness theory, this paper aims to propose a conceptual framework that investigates how co-creation in the failed service delivery (coproduction intensity) and co-creation in the service recovery affect customers’ evaluation of the firm’s competence, justice and...