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Keywords: Customer co-creation of service recovery
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Journal Articles
A customer-dominant logic on service recovery and customer satisfaction
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Journal:
Management Decision
Management Decision (2016) 54 (10): 2524–2543.
Published: 21 November 2016
... a customer-dominant logic to explore the antecedents of customer co-creation of service recovery (CCSR) and its effects on perceived justice and satisfaction. Design/methodology/approach The authors reviewed the service management literature and proposed a theoretical model that links customer...
