Xu, Yingzi; Marshall, Roger; Edvardsson, Bo; Tronvoll, Bård - In: Journal of Service Management 25 (2014) 3, pp. 369-387
Purpose – The purpose of this paper is to explore the underlying mechanism of customer co-creation in service recovery (co-recovery), and investigates the impact of initiation on customer post-recovery evaluations and behavioural intentions. Design/methodology/approach – Researchers used a 3...