A customer-dominant logic on service recovery and customer satisfaction

Purpose Service recovery is a challenge to organizations because customers will respond to recovery processes and outcomes differently. Yet, there are few studies that examine the antecedents of customer co-recovery. Hence, the purpose of this paper is to adopt a customer-dominant logic to explore t...

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Veröffentlicht in:	Management decision 2016-11, Vol.54 (10), p.2524-2543
Hauptverfasser:	Cheung, Fung Yi Millissa, To, Wai Ming
Format:	Artikel
Sprache:	eng
Schlagworte:	Behavior Brand loyalty Collaboration Customer satisfaction Customer services Employees Failure Hypotheses Information sharing Investigations Quality of service Researchers Structural equation modeling Studies
Online-Zugang:	Volltext
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