The Role of Co-Creation Experience and Switching Cost in the Relationship Between Service Recovery and Customer Loyalty
Author:
Publisher
Springer Nature Switzerland
Link
https://link.springer.com/content/pdf/10.1007/978-3-031-53385-3_6
Reference42 articles.
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4. Baron, R. and D. Kenny (1986), “The Moderator-mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic, and Statistical Considerations,” Journal of Personality and Social Psychology, 51(6), 1173–1182.
5. Bergel, M. and C. Brock (2018), “The Impact of Switching Costs on Customer Complaint Behavior and Service Recovery Evaluation,” Journal of Service Theory and Practice, 28(4), 458–483.
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