What is it about?
Customer-dominant logic is a new way of thinking about the relationship between organizations and customers. This paper applies customer dominant logic to understand what drives customers to re-create service recovery.
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Why is it important?
Taken a customer-centric perspective, we provide a clear process of how customer involvement with service failure leads to more customer co-creation, which enhances customers’ perceived justice of service recovery, and finally results in higher level of customer satisfaction with service recovery. The findings open up a new avenue of service management research into this important but largely neglected mediating process.
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This page is a summary of: A customer-dominant logic on service recovery and customer satisfaction, Management Decision, November 2016, Emerald, DOI: 10.1108/md-03-2016-0165.
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