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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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Fix it or leave it? : customer recovery from self-service technology failures
Zhu, Zhen; Nakata, Cheryl; Sivakumar, K.; Grewal, Dhruv - In: Journal of retailing 89 (2013) 1, pp. 15-29
Persistent link: https://www.econbiz.de/10009732748
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Service quality : the impact of frequency, timing, proximity, and sequence of failures and delights
Sivakumar, K.; Li, Mei; Dong, Beibei - In: Journal of marketing 78 (2014) 1, pp. 41-58
Persistent link: https://www.econbiz.de/10010250081
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A process-output classification for customer participation in services
Dong, Beibei; Sivakumar, K. - In: Journal of service management 26 (2015) 5, pp. 726-750
Persistent link: https://www.econbiz.de/10011503557
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Recovering coproduced service failures : antecedents, consequences, and moderators of locus of recovery
Dong, Beibei; Sivakumar, K.; Evans, Kenneth R.; Zou, … - In: Journal of service research : JSR 19 (2016) 3, pp. 291-306
Persistent link: https://www.econbiz.de/10011665411
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Customer participation in services : domain, scope, and boundaries
Dong, Beibei; Sivakumar, K. - In: Journal of the Academy of Marketing Science 45 (2017) 6, pp. 944-965
Persistent link: https://www.econbiz.de/10011779550
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Addressing customer misbehavior contagion in access-based services
Srivastava, Himanshu Shekhar; Jayasimha, K. R.; … - In: The journal of services marketing 36 (2022) 6, pp. 849-861
Persistent link: https://www.econbiz.de/10013407609