Citations (34)
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Yu Zhang, Xin (Robert) Luo, Bingjia Shao & Jose Benitez. (2022) Technology-driven mandatory customer participation: a new recovery strategy to promote customers’ online post-recovery satisfaction. European Journal of Information Systems 0:0, pages 1-19.
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Yen-Ting Helena Chiu & Dung Minh Nguyen. (2022) Service failure and self-recovery in tech-based services: self-determination theory perspective. The Service Industries Journal 42:13-14, pages 1075-1100.
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Ali Gohary, Aakash Shah & Eugene Y. Chan. (2022) Do political actions affect country image and travel intentions? The case of COVID-19. Tourism Recreation Research 0:0, pages 1-14.
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Joohyung Park & Sejin Ha. (2022) Collaboration in Service Recovery: Control, Effort, and Self-Serving Bias. Services Marketing Quarterly 43:1, pages 87-109.
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Marit Engen, Martin Fransson, Johan Quist & Per Skålén. (2021) Continuing the development of the public service logic: a study of value co-destruction in public services. Public Management Review 23:6, pages 886-905.
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Articles from other publishers (23)
Meteb Naif Alotaibi, Walid Chaouali, Samiha Mjahed Hammami, Klaus Schoefer, Narjess Aloui & Mahmoud Abdulhamid Saleh. (2023) Is customer participation always good in service recovery? The moderating role of customers' positive psychological capital. International Journal of Bank Marketing 41:3, pages 457-484.
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Berna Tarı Kasnakoğlu, Yunus Kalender & Hatice Gökkaya. (2022) Types of Consumer Operant Resources and Co-creation in Dialogical Service Relationships. Service Science 14:3, pages 254-271.
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Yu Zhang, Yafen Yuan & Bingjia Shao. (2022) Co-creating value with customers in online service recovery: Bridging the links between mandatory and voluntary customer participation. Electronic Commerce Research and Applications 55, pages 101188.
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Marcus Wardley. (2021) Service recovery in unaffected consumers: evidence of a recovery paradox. International Journal of Quality and Service Sciences 14:1, pages 121-132.
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Alfonso Siano, Maria Giovanna Confetto, Agostino Vollero & Claudia Covucci. (2021) Redefining brand hijacking from a non-collaborative brand co-creation perspective. Journal of Product & Brand Management 31:1, pages 110-126.
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Eleonora Gheduzzi, Cristina Masella, Niccolò Morelli & Guendalina Graffigna. (2021) How to prevent and avoid barriers in co-production with family carers living in rural and remote area: an Italian case study. Research Involvement and Engagement 7:1.
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Yu Zhang, Yafen Yuan, Jiafu Su & Yan Xiao. (2021) The effect of employees' politeness strategy and customer membership on customers' perception of co-recovery and online post-recovery satisfaction. Journal of Retailing and Consumer Services 63, pages 102740.
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Sharon Gedye, Harriet Dismore, Reema Muneer & Debby Cotton. (2019) Damage Limitation: Learning Lessons from Complaints and Appeals Staff on the Handling of Student Grievance. Higher Education Policy 34:2, pages 520-539.
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Gaurangi Laud, Liliana Bove, Chatura Ranaweera, Wei Wei Cheryl Leo, Jill Sweeney & Sandra Smith. (2019) Value co-destruction: a typology of resource misintegration manifestations. Journal of Services Marketing 33:7, pages 866-889.
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Yu Zhang & Bingjia Shao. (2019) The Effectiveness of Customer Participation and Affective Misforecasting in Online Post-Recovery Satisfaction. Sustainability 11:24, pages 6968.
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George Skourtis, Jean‐Marc Décaudin, Ioannis Assiouras & Elif Karaosmanoglu. (2018) Does the Co‐Creation of Service Recovery Create Value for Customers? The Underlying Mechanism of Motivation and the Role of Operant Resources. European Management Review 16:4, pages 997-1013.
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Bård Tronvoll & Bo Edvardsson. (2019) Exploring Customers’ Experiences of Service Co-Recovery. Service Science 11:3, pages 189-200.
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Jasenko Arsenovic, Bo Edvardsson & Bård Tronvoll. (2019) Moving Toward Collaborative Service Recovery: A Multiactor Orientation. Service Science 11:3, pages 201-212.
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Xueqin Wang, Yiik Diew Wong, Chee-Chong Teo & Kum Fai Yuen. (2019) A critical review on value co-creation: towards a contingency framework and research agenda. Journal of Service Theory and Practice 29:2, pages 165-188.
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Yves Van Vaerenbergh, Simon Hazée & Annelies Costers. (2018) Customer participation in service recovery: a meta-analysis. Marketing Letters 29:4, pages 465-483.
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Simon Hazée, Yves Van Vaerenbergh & Vincent Armirotto. (2017) Co-creating service recovery after service failure: The role of brand equity. Journal of Business Research 74, pages 101-109.
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Ali Gohary, Bahman Hamzelu & Lida Pourazizi. (2016) A little bit more value creation and a lot of less value destruction! Exploring service recovery paradox in value context: A study in travel industry. Journal of Hospitality and Tourism Management 29, pages 189-203.
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Fung Yi Millissa Cheung & Wai Ming To. (2016) A customer-dominant logic on service recovery and customer satisfaction. Management Decision 54:10, pages 2524-2543.
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Abdullah Promise Opute & Nnamdi O. Madichie. (2021) An Interrogation of Accounting–Marketing Interface in UK Financial Services Organisations: Mixing Cats with Dogs?. Australasian Marketing Journal 24:3, pages 214-225.
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Ali Gohary, Bahman Hamzelu, Lida Pourazizi & Kambiz Heidarzadeh Hanzaee. (2016) Understanding effects of co-creation on cognitive, affective and behavioral evaluations in service recovery: An ethnocultural analysis. Journal of Retailing and Consumer Services 31, pages 182-198.
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Ali Gohary, Bahman Hamzelu & Hamid Alizadeh. (2016) Please explain why it happened! How perceived justice and customer involvement affect post co-recovery evaluations: A study of Iranian online shoppers. Journal of Retailing and Consumer Services 31, pages 127-142.
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