The influence of customer participation on service failure perceptions

References

• Alexandris, K., Kouthouris, C., & Meligdis, A. (2006). Increasing customers’ loyalty in a skiing resort: The contribution of place attachment and service quality. International Journal of Contemporary Hospitality Management, 18(5), 414–425.
   Google Scholar
• Armistead, C. G., Clarke, G., & Stanley, P. (1995). Managing service recovery. Cranfield: Cranfield School of Management.
   Google Scholar
• Bateson, J. E. G. (1983). The self-service customer – empirical findings. In L. L. Berry, B. L. Shostack, & G. D. Upah, (Eds.), Emerging perspectives on services marketing (pp. 50–53). Chicago, IL: American Marketing Association.
   Google Scholar
• Beldona, S., Buchanan, N., & Miller, B. L. (2014). Exploring the promise of e-tablet restaurant menus. International Journal of Contemporary Hospitality Management, 26(3), 367–382.
   Web of Science ®Google Scholar
• Bendapudi, N., & Leone, R. P. (2003). Psychological implications of customer participation in co-production. Journal of Marketing, 67 (1), 14–28.
   Web of Science ®Google Scholar
• Bernardo, M., Llach, J., Marimon, F., & Alonso-Almeida, M. M. (2013). The balance of the impact of quality and recovery on satisfaction: the case of e-travel. Total Quality Management & Business Excellence, 24(11–12), 1390–1404.
   Web of Science ®Google Scholar
• Bitner, M. J., Booms, B. H., & Mohr, L. A. (1994). Critical service encounters: The employee's viewpoint. Journal of Marketing, 58(3), 95–105.
   Web of Science ®Google Scholar
• Bitner, M. J., Faranda, W. T., Hubbert, A. R., & Zeithaml, V. A. (1997). Customer contributions and roles in service delivery. International Journal of Service Industry Management, 8(3), 193–205.
   Google Scholar
• Botti, S., & McGill, A. L. (2011). The locus of choice: Personal causality and satisfaction with hedonic and utilitarian decisions. Journal of Consumer Research, 37(6), 1065–1078.
   Web of Science ®Google Scholar
• Bradley, G. L., & Sparks, B. A. (2009). Dealing with service failures: The use of explanations. Journal of Travel & Tourism Marketing, 26(2), 129–143.
   Web of Science ®Google Scholar
• Brown, J. J., & Reingen, P.H. (1987). Social ties and word-of-mouth referral behaviour. Journal of Consumer Research, 14(3), 350–362.
   Web of Science ®Google Scholar
• Büttgen, M., Schumann, J. H., & Ates, Z. (2012). Service locus of control and customer coproduction the role of prior service experience and organizational socialization. Journal of Service Research, 15(2), 166–181.
   Web of Science ®Google Scholar
• Carley, K. M., & Lin, Z. (1995). Organizational designs suited to high performance under stress. IEEE Transactions on Systems, Management and Cybernetics, 25(2), 221–230.
   Web of Science ®Google Scholar
• Cermak, D. S. P., File, K. M., & Prince, R. A. (1994). Customer participation in service specification and delivery. Journal of Applied Business Research, 10(2), 90–100.
   Google Scholar
• Cermak, D. S. P, File, K. M., & Prince, R. A. (2011). Customer participation in service specification and delivery. Journal of Applied Business Research, 10(2), 90–97.
   Google Scholar
• Chase, R. B. (1978). Where does the customer fit in a service operation? Harvard Business Review. 56(6), 137–142.
   PubMed Web of Science ®Google Scholar
• Chathoth, P., Altinay, L., Harrington, R. J., Okumus, F., & Chan, E. S. (2013). Co-production versus co-creation: A process based continuum in the hotel service context. International Journal of Hospitality Management, 32, 11–20.
   Web of Science ®Google Scholar
• Chathoth, P. K., Ungson, G. R., Altinay, L., Chan, E. S., Harrington, R., & Okumus, F. (2014). Barriers affecting organisational adoption of higher order customer engagement in tourism service interactions. Tourism Management, 42, 181–193.
   Web of Science ®Google Scholar
• Chebat, J. C., Filiatrault, P., Gélinas-Chebat, C., & Vaninsky, A. (1995). Impact of waiting attribution and consumer's mood on perceived quality. Journal of Business Research, 34(3), 191–196.
   Web of Science ®Google Scholar
• Collie, T. A., Sparks, B., & Bradley, G. (2000). Investing in interactional justice: A study of the fair process effect within a hospitality failure context. Journal of Hospitality & Tourism Research, 24(4), 448–472.
   Google Scholar
• Coulter, K. S. (2009). Enough is enough! or is it? Factors that impact switching intentions in extended travel service transactions. Journal of Travel & Tourism Marketing, 26(2), 144–155.
   Web of Science ®Google Scholar
• Cranage, D., & Sujan, H. (2004). Customer choice: A preemptive strategy to buffer the effects of service failure and improve customer loyalty. Journal of Hospitality & Tourism Research, 28(1), 3–20.
   Google Scholar
• Dabholkar, P. A. (1990). How to improve perceived service quality by improving customer participation. In B. J. Dunlap (Ed.), Developments in marketing science (pp. 483–487). Cullowhee, NC: Academy of Marketing Science.
   Google Scholar
• Dong, B., Evans, K. R., & Zou, S. (2008). The effects of customer participation in co-created service recovery. Journal of the Academy of Marketing Science, 36(1), 123–137.
   Web of Science ®Google Scholar
• Dong, B., Sivakumar, K., Evans, K. R., & Zou, S. (2014). Effect of customer participation on service outcomes the moderating role of participation readiness. Journal of Service Research. doi:10.1177/1094670514551727
   Web of Science ®Google Scholar
• Ertimur, B. (2008). The role of perceived control in co-production. In S. Borghini, M. A. McGrath, & C. Otnes (Eds.), European advances in consumer research (pp. 334–335). Duluth, MN: Association for Consumer Research.
   Google Scholar
• File, K. M., Judd, B. B., & Prince, R. A. (1992). Interactive marketing: the influence of participation on positive word-of-mouth and referrals. Journal of Services Marketing, 6(4), 5–14.
   Google Scholar
• Folkes, V. S. (1984). Consumer reactions to product failure: An attributional approach. Journal of Consumer Research, 10, 398–409.
   Web of Science ®Google Scholar
• Folkes, V. S., & Kotsos, B. (1986). Buyers’ and sellers’ explanations for product failure: Who done it? Journal of Marketing, 50, 74–80.
   Web of Science ®Google Scholar
• Golder, P. N., Mitra, D., & Moorman, C. (2012). What is quality? An integrative framework of processes and states. Journal of Marketing, 76(4), 1–23.
   Web of Science ®Google Scholar
• Gregoire, Y., Tripp, T. M., & Legoux, R. (2009). When customers love turns into lasting hate: The effects of relationship strength and time on customer revenge and avoidance. Journal of Marketing, 73(6), 18–32.
   Web of Science ®Google Scholar
• Grönroos, C. (2008). Service logic revisited: Who creates value? And who co-creates? European Business Review, 20(4), 298–314.
   Google Scholar
• Grönroos, C., & Ravald, A. (2011). Service as business logic: Implications for value creation and marketing. Journal of Service Management, 22(1), 5–22.
   Web of Science ®Google Scholar
• Groth, M. (2005). Customers as good soldiers: Examining citizenship behaviors in internet service deliveries. Journal of Management, 31(1), 7–27.
   Web of Science ®Google Scholar
• Gruber, T., Szmigin, I., & Voss, R. (2009). Handling customer complaints effectively: A comparison of the value maps of female and male complainants. Managing Service Quality: An International Journal, 19(6), 636–656.
   Google Scholar
• Gursoy, D., McCleary, K. W., & Lepsito, L. R. (2003). Segmenting dissatisfied restaurant customers based on their complaining response styles. Journal of Foodservice Business Research, 6(1), 25–44.
   Google Scholar
• Gursoy, D., McCleary, K. W., & Lepsito, L. R. (2007). Propensity to complain: Affects of personality and behavioral factors. Journal of Hospitality & Tourism Research, 31(3), 358–386.
   Google Scholar
• Ha, J., & Jang, S. (2009). Perceived justice in service recovery and behavioral intentions: The role of relationship quality. International Journal of Hospitality Management, 28(3), 319–327.
   Web of Science ®Google Scholar
• Heider, F. (1958). The psychology of interpersonel relationships. New York, NY: John Wiley.
   Google Scholar
• Hess, R. L. Jr, Ganesan, S., & Klein, N. M. (2003). Service failure and recovery: The impact of relationship factors on customer satisfaction. Journal of the Academy of Marketing Science, 31(2), 127–145.
   Web of Science ®Google Scholar
• Huang, Z. J., ZHAO, C., Miao, L., & Fu, X. (2014). Triggers and inhibitors of illegitimate customer complaining behavior–anecdotes from frontline employees in the hospitality industry. International Journal of Contemporary Hospitality Management, 26(4), 544–571.
   Web of Science ®Google Scholar
• Hui, M. K., & Bateson, J. E. (1991). Perceived control and the effects of crowding and consumer choice on the service experience. Journal of Consumer Research, 18(2), 174–184.
   Web of Science ®Google Scholar
• Hunt, D., Oneto, S. G., & Varca, P. (2010). Satisfaction in the context of customer co-production. Proceedings of the Association for Consumer Research Conference, Duluth, MN, USA, p. 38.
   Google Scholar
• Jacobson, R., & Aaker, D. A. (1987). The strategic role of product quality. Journal of Marketing, 51, 31–44.
   Web of Science ®Google Scholar
• Keaveney, S. M. (1995). Customer switching behavior in service industries: An exploratory study. Journal of Marketing, 59(2), 71–82.
   Web of Science ®Google Scholar
• Kelley, S. W., Hoffman, K. D., & Davis, M. A. (1993). A typology of retail failures and recoveries. Journal of Retailing, 69(4), 429–452.
   Web of Science ®Google Scholar
• Kelley, S. W., Skinner, S. J., and Donnelly Jr, J. H. (1992). Organizational socialization of service customers. Journal of Business Research, 25(3), 197–214.
   Web of Science ®Google Scholar
• Kelly, P., Lawlor, J., & Mulvey, M. (2013a). Customer decision–making processes and motives for self–service technology usage in multi–channel hospitality environments. International Journal of Electronic Customer Relationship Management, 7(2), 98–116.
   Google Scholar
• Kelly, P., Lawlor, J., & Mulvey, M. (2013b). Sources of customer role learning during self-service technology encounters. In Information and communication technologies in tourism 2013 (pp. 326–338). Berlin: Springer.
   Google Scholar
• Kelly, S. W., Donnelly, J. H., & Skinner, S. J. (1990). Customer participation in service production and delivery. Journal of Retailing, 66, 315–334.
   Web of Science ®Google Scholar
• Kim, M. G., Wang, C., & Mattila, A. S. (2010). The relationship between consumer complaining behavior and service recovery: An integrative review. International Journal of Contemporary Hospitality Management, 22(7), 975–991.
   Web of Science ®Google Scholar
• Koc, E. (2006). Total quality management and business excellence in services: The implications of all-inclusive pricing system on internal and external customer satisfaction in the Turkish tourism market. Total Quality Management & Business Excellence, 17(7), 857–877.
   Web of Science ®Google Scholar
• Koc, E. (2010). Services and conflict management: Cultural and European integration perspectives. International Journal of Intercultural Relations, 34(1), 88–96.
   Web of Science ®Google Scholar
• Koc, E. (2013a). Power distance and its implications for upward communication and empowerment: Crisis management and recovery in hospitality services. International Journal of Human Resource Management, 24(19), 3681–3696.
   Web of Science ®Google Scholar
• Koc, E. (2013b). Inversionary and liminoidal consumption: Gluttony on holidays and obesity. Journal of Travel and Tourism Marketing, 30(8), 825–838.
   Web of Science ®Google Scholar
• Koc, E. (2015). Tüketici Davranışları ve Pazarlama Stratejileri, 4. Baskı: Seçkin Yayıncılık.
   Google Scholar
• Kogure, M. (1992). Some basic problems of quality assurance in service industries☆. Total Quality Management, 3(1), 9–18.
   Google Scholar
• Kostopoulos, G., Gounaris, S., & Rizomyliotis, I. (2014). How to reduce the negative impact of customer non-compliance: An empirical study. Journal of Strategic Marketing, 22(6), 1–17.
   Google Scholar
• Kucukusta, D., Heung, V. C., & Hui, S. (2014). Deploying self-service technology in luxury hotel brands: Perceptions of business travelers. Journal of Travel & Tourism Marketing, 31(1), 55–70.
   Web of Science ®Google Scholar
• Lee, Y. L., Sparks, B., & Butcher, K. (2013). Service encounters and face loss: Issues of failures, fairness, and context. International Journal of Hospitality Management, 34, 384–393.
   Web of Science ®Google Scholar
• Lengnick-Hall, C. A. (1996). Customer contributions to quality: A different view of the customer-oriented firm. Academy of Management Review, 21(3), 791–824.
   Web of Science ®Google Scholar
• Lewis, B. R., & Clacher, E. (2001). Service failure and recovery in UK theme parks: The employee's perspective. International Journal of Contemporary Hospitality, 13(4), 166–175.
   Google Scholar
• Lin, H., Wang, Y., & Chang, L. (2011). Consumer responses to online retailer's service recovery after a service failure: A perspective of justice theory. Managing Service Quality, 21(5), 511–534.
   Web of Science ®Google Scholar
• Lin, S. P., Yang, C. L., & Ho, T. M. (2014). Tourism service quality improvement – ‘the early bird catches the worm’. Total Quality Management & Business Excellence, 26(7–8), 1–18.
   Web of Science ®Google Scholar
• Lin, W. B. (2012). The determinants of consumers’ switching intentions after service failure. Total Quality Management & Business Excellence, 23(7–8), 837–854.
   Web of Science ®Google Scholar
• Lovelock, C. H. (1983). Classifying services to gain strategic marketing insights. Journal of Marketing, 47(3), 9–20.
   Web of Science ®Google Scholar
• Lovelock, C. H., & Young, R. F. (1979). Look to consumers to increase productivity. Harvard Business Review, 57(3), 168–178.
   Web of Science ®Google Scholar
• Lusch, R. F., Vargo, S. L., & O'Brien, M. (2007). Competing through service: Insights from service-dominant logic. Journal of Retailing, 83(1), 5–18.
   Web of Science ®Google Scholar
• Martin, C. L., & Pranter, C. A. (1989). Compatibility management: Customer-to-customer relationships in service environments. Journal of Services Marketing, 3 (3), 5–15.
   Google Scholar
• Mattila, A. S. (2001). The effectiveness of service recovery in a multi-industry setting. Journal of Services Marketing, 15(7), 583–596.
   Google Scholar
• Michel, S. (2001). Analyzing service failures and recoveries: A process approach. International Journal of Service Industry Management, 12(1), 20–33.
   Google Scholar
• Mills, P. K., Chase, R. B., & Margulies, N. (1983). Motivating the client/employee system as a service production strategy. Academy of Management Review, 8(2), 301–310.
   PubMed Web of Science ®Google Scholar
• Mills, P. K., & Turk, T. (1986). A preliminary investigation into the influence of customer-firm interface on information processing and task activities in service organizations. Journal of Management, 12(1), 91–104.
   Web of Science ®Google Scholar
• Mostert, P. G., De Meyer, C. F., & van Rensburg, L. R. J. (2009). The influence of service failure and service recovery on airline passengers’ relationships with domestic airlines: An exploratory study. Southern African Business Review, 13(2), 118–140.
   Google Scholar
• Neira, C. V., Casielles, R. V., & Iglesias, V. (2010). The effects of customer age and recovery strategies in a service failure setting. Journal of Financial Services Marketing, 15(1), 32–48.
   Google Scholar
• Pranić, L., & Roehl, W. S. (2013). Development and validation of the customer empowerment scale in hotel service recovery. Current Issues in Tourism, 16(4), 369–387.
   Web of Science ®Google Scholar
• Prentice, C. (2013). Service quality perceptions and customer loyalty in casinos. International Journal of Contemporary Hospitality Management, 25(1), 49–64.
   Web of Science ®Google Scholar
• Rodie, A. R., & Kleine, S. S. (2000). Customer participation in services production and delivery. In T. A. Swartz & D. Iacobucci (Eds.), Handbook of services marketing and management (pp. 111–125). Thousand Oaks, CA: Sage.
   Google Scholar
• Roschk, H., & Gelbrich, K. (2014). Identifying appropriate compensation types for service failures a meta-analytic and experimental analysis. Journal of Service Research, 17(2), 195–211.
   Web of Science ®Google Scholar
• Seideman, T. (2001). Customer participation management offers new method for building retail relationships. Stores, 83(1), 124–127.
   Google Scholar
• Seppänen, K., Huiskonen, J., & Karppinen, H. (2014). Customer input failures in service processes. International Journal of Services and Operations Management, 17(4), 439–452.
   Google Scholar
• Shi, W. H., Lıu, J. Y., & Zhang, Y. (2011). The effect of service failure attribution on consumer complaint behavior: The mediating role of negative emotion. The Journal of China Universities of Posts and Telecommunications, 18, 169–173.
   Google Scholar
• Siehl, C., Bowen, D. E., & Pearson, C. M. (1992). Service encounters as rites of integration: An information processing model. Organization Science, 3(4), 537–555.
   Web of Science ®Google Scholar
• Sigala, M. (2014). Customer involvement in sustainable supply chain management a research framework and implications in tourism. Cornell Hospitality Quarterly, 55(1), 76–88.
   Web of Science ®Google Scholar
• Silpakit, P., & Fisk, R. P. (1985). ‘Participatizing’ the service encounter: A theoretical framework. In T. M. Bloch, G. D. Upah, & V. A. Zeithaml (Eds.), Services marketing in a changing environment (pp. 117–121). Chicago, IL: AMA.
   Google Scholar
• Shimada, S., Ota, J., & Hara, T. (2013). Analyzing customers expectation on service for encouraging participatory design. In The philosopher's stone for sustainability (pp. 257–262). Berlin: Springer.
   Google Scholar
• Sparks, B., & Fredline, L. (2007). Providing an explanation for service failure: Context, content, and customer responses. Journal of Hospitality & Tourism Research, 31(2) 241–260.
   Google Scholar
• Suh, M., Greene, H., Rho, T., & Qi, Q. (2013). The role of relationships in service failure: A cross-cultural study – United States, China, and Korea. Services Marketing Quarterly, 34(3), 191–204.
   Google Scholar
• Sureshchandar, G. S., Rajendran, C., & Anantharaman, R. N. (2001). A conceptual model for total quality management in service organizations. Total Quality Management, 12(3), 343–363.
   Web of Science ®Google Scholar
• Swanson, S. R., & Hsu, M. K. (2009). Critical incidents in tourism: Failure, recovery, customer switching, and word of mouth behaviours. Journal of Travel & Tourism Marketing, 26(2), 180–194.
   Web of Science ®Google Scholar
• TARP. (2007). Consumer complaint handling in America: An update study. Washington, DC: White House Office of Consumer Affairs.
   Google Scholar
• Troye, S. V., & Supphellen, M. (2012). Consumer participation in coproduction: ‘I made it myself’ effects on consumers’ sensory perceptions and evaluations of outcome and input product. Journal of Marketing, 76(2), 33–46.
   Web of Science ®Google Scholar
• Van Vaerenbergh, Y., Orsingher, C., Vermeir, I., & Larivière, B. (2014). A meta-analysis of relationships linking service failure attributions to customer outcomes. Journal of Service Research, 17(4), 381–398.
   Web of Science ®Google Scholar
• Wang, K. Y., Hsu, L. C., & Chih, W. H. (2014). Retaining customers after service failure recoveries: A contingency model. Managing Service Quality, 24(4), 318–388.
   Web of Science ®Google Scholar
• Weber, K. (2009). Service failure and recovery in an all-suite hotel/serviced apartment context: A case study. Journal of Travel & Tourism Marketing, 26(2), 195–199.
   Web of Science ®Google Scholar
• Weiner B. (2000). Attributional thoughts about consumer behavior. Journal of Consumer Research, 27(3), 382–387.
   Web of Science ®Google Scholar
• Wen, B., & Chi, C. G. Q. (2013). Examine the cognitive and affective antecedents to service recovery satisfaction: A field study of delayed airline passengers. International Journal of Contemporary Hospitality Management, 25(30), 306–327.
   Web of Science ®Google Scholar
• Wu, S. H., Huang, S. C. T., Tsai, C. Y. D., & Chen, H. I. (2013). Relationship quality in a coproduction context and the moderating effects of relationship orientation. Total Quality Management & Business Excellence, 24(9–10), 1062–1083.
   Web of Science ®Google Scholar
• Zeithaml, V. A., & Bitner, M. J. (2000). Services marketing: Integrating customer focus across the firm. Boston, MA: McGraw-Hill.
   Google Scholar