Collaboration in Service Recovery: Control, Effort, and Self-Serving Bias-Reference-Cited by-同舟云学术

Collaboration in Service Recovery: Control, Effort, and Self-Serving Bias

Published:2021-10-13 Issue:1 Volume:43 Page:87-109
ISSN:1533-2969
Container-title:Services Marketing Quarterly
language:en
Short-container-title:Services Marketing Quarterly

Author:

Park Joohyung¹^ORCID,Ha Sejin²

Affiliation:

1. Department of Retailing, College of Hospitality, Retail, and Sport Management, University of South Carolina, Columbia, SC, USA;

2. Department of Retail, Hospitality, and Tourism Management, College of Education, Health, and Human Sciences, University of Tennessee, Knoxville, TN, USA

Publisher

Informa UK Limited

Subject

Business, Management and Accounting (miscellaneous)

Link

https://www.tandfonline.com/doi/pdf/10.1080/15332969.2021.1986617

Reference70 articles.

1. Inequity In Social Exchange

2. Structural equation modeling in practice: A review and recommended two-step approach.

3. Co-production and customer loyalty in financial services

4. Personal control over aversive stimuli and its relationship to stress.

5. The journey from customer participation in service failure to co-creation in service recovery

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1. Value co-creation in shared mobility: The case of carpooling in China;Technological Forecasting and Social Change;2024-08

2. Effects of Embarrassment on Self-Serving Bias and Behavioral Response in the Context of Service Failure;Behavioral Sciences;2024-02-14

3. Illusion of control in service failure situations: customer satisfaction/dissatisfaction, complaints, and behavioural intentions;Current Psychology;2023-02-04

4. Money for Nothing: The Impact of Compensation on Customers’ Bad-Mouthing in Service Recovery Encounters;Marketing Letters;2022-01-22