Construct · 1 fields · 1 citations

co-created service recovery: a standalone construct

One name. One construct. A landmark on the map.

● anchor · a standalone construct Nearest construct by meaning·not indexed

A single standalone construct; nearby constructs are located against it in the Collider. Tap a field for its definition, unit, and measures.

Services marketing

involving customers in fixing a service failure, which can raise satisfaction and intent to co-create in future.

In services marketing, co-created service recovery refers to involving customers in fixing a service failure, which can raise satisfaction and intent to co-create in future. This meaning comes from Dong (2007) in Journal of the Academy of Marketing Science.[1]

Unit
Recovery means
Measured by

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Nearby constructs

failure4 fields · 6 citationsjingle · one word, four constructs future3 fields · 6 citationsjingle · one word, three constructs intent5 fields · 9 citationsjingle · one word, five constructs

References

Dong, B., Evans, K. R., & Zou, S. (2007). The effects of customer participation in co-created service recovery. Journal of the Academy of Marketing Science, 36(1), 123-137. https://doi.org/10.1007/s11747-007-0059-8

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