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Co-creation of service recovery: Utilitarian and hedonic value and post-recovery responses

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Cited by:

  1. Masood Ahmed & Dr. Manzoor A. Khalidi, 2019. "Critical Discourse Analysis: A Critical Approach To Expose Hidden Realities In The Discourse Of Sustainable Development," IBT Journal of Business Studies (JBS), Ilma University, Faculty of Management Science, vol. 15(2), pages 15-11.
  2. Jasenko Arsenovic & Bo Edvardsson & Bård Tronvoll, 2019. "Moving Toward Collaborative Service Recovery: A Multiactor Orientation," Service Science, INFORMS, vol. 11(3), pages 201-212, October.
  3. Hung-Tai Tsou & Ja-Shen Chen & Cindy Yunhsin Chou & Tzu-Wen Chen, 2019. "Sharing Economy Service Experience and Its Effects on Behavioral Intention," Sustainability, MDPI, vol. 11(18), pages 1-25, September.
  4. Veronica Martinez, 2019. "Bridging to New Service Technology: Introduction to the Special Issue from the Cambridge Service Alliance’s Service Week Conference," Service Science, INFORMS, vol. 11(3), pages 155-156, October.
  5. Akram, Umair & Ansari, Aisha Rehman & ulhaq, Irfan & Yan, Chen, 2023. "Cosmetics makers have always sold ‘hope in a jar’! Understanding the cosmetics purchase intention in the Chinese mobile commerce environment," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
  6. Natalia Rubio & Nieves Villaseñor & Mª Jesús Yagüe, 2021. "Influence of Value Co-Creation on Virtual Community Brand Equity for Unichannel vs. Multichannel Users," Sustainability, MDPI, vol. 13(15), pages 1-16, July.
  7. Zavadskas, Edmundas Kazimieras & Kaklauskas, Arturas & Bausys, Romualdas & Naumcik, Andrej & Ubarte, Ieva, 2021. "Integrated hedonic-utilitarian valuation of the built environment by neutrosophic INVAR method," Land Use Policy, Elsevier, vol. 101(C).
  8. Gohary, Ali & Hamzelu, Bahman & Pourazizi, Lida & Hanzaee, Kambiz Heidarzadeh, 2016. "Understanding effects of co-creation on cognitive, affective and behavioral evaluations in service recovery: An ethnocultural analysis," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 182-198.
  9. Naveed Ahmad & Miklas Scholz & Zia Ullah & Muhammad Zulqarnain Arshad & Raja Irfan Sabir & Waris Ali Khan, 2021. "The Nexus of CSR and Co-Creation: A Roadmap towards Consumer Loyalty," Sustainability, MDPI, vol. 13(2), pages 1-15, January.
  10. Yang, Yan & Hu, Jing, 2021. "Self-diminishing effects of awe on consumer forgiveness in service encounters," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
  11. Sheng, Margaret L. & Natalia, Natalia & Hsieh, C.Y., 2022. "Reconceptualizing value creation: Exploring the role of goal congruence in the Co-creation process," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
  12. Wen-Kuo Chen & Dong-Shang Chang & Chun-Cheng Chen, 2017. "The Role of Utilitarian and Hedonic Values on Users' Continued Usage and Purchase Intention in a Social Commerce Environment," Journal of Economics and Management, College of Business, Feng Chia University, Taiwan, vol. 13(2), pages 193-220, August.
  13. Bagherzadeh, Ramin & Rawal, Monika & Wei, Shuqin & Saavedra Torres, Jose Luis, 2020. "The journey from customer participation in service failure to co-creation in service recovery," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
  14. Yu Zhang & Bingjia Shao, 2019. "The Effectiveness of Customer Participation and Affective Misforecasting in Online Post-Recovery Satisfaction," Sustainability, MDPI, vol. 11(24), pages 1-22, December.
  15. Davlembayeva, Dinara & Papagiannidis, Savvas & Alamanos, Eleftherios, 2021. "Sharing economy platforms: An equity theory perspective on reciprocity and commitment," Journal of Business Research, Elsevier, vol. 127(C), pages 151-166.
  16. Huidong Sun & Mustafa Raza Rabbani & Naveed Ahmad & Muhammad Safdar Sial & Guping Cheng & Malik Zia-Ud-Din & Qinghua Fu, 2020. "CSR, Co-Creation and Green Consumer Loyalty: Are Green Banking Initiatives Important? A Moderated Mediation Approach from an Emerging Economy," Sustainability, MDPI, vol. 12(24), pages 1-22, December.
  17. Masood Ahmed & Dr.Manzoor A.Khalidi, 2019. "Critical Discourse Analysis: A Critical Approach To Expose Hidden Realities In The Discourse Of Sustainable Development," IBT Journal of Business Studies (JBS), Ilma University, Faculty of Management Science, vol. 15(2), pages 1-13.
  18. Kumar, Vikas & Ayodeji, Ogunmola Gabriel, 2021. "E-retail factors for customer activation and retention: An empirical study from Indian e-commerce customers," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
  19. Weitzl, Wolfgang & Hutzinger, Clemens, 2017. "The effects of marketer- and advocate-initiated online service recovery responses on silent bystanders," Journal of Business Research, Elsevier, vol. 80(C), pages 164-175.
  20. Zhang, Yu & Yuan, Yafen & Su, Jiafu & Xiao, Yan, 2021. "The effect of employees' politeness strategy and customer membership on customers' perception of co-recovery and online post-recovery satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
  21. Reema Frooghi & Zaki Rashidi, 2019. "Does Value Co-Creation Impacts Customer Loyalty And Repurchase Intention," IBT Journal of Business Studies (JBS), Ilma University, Faculty of Management Science, vol. 15(1), pages 1-18.
  22. Phimai Nuansi & Piya Ngamcharoenmongkol, 2021. "Proactive Complaint Management: Effects of Customer Voice Initiation on Perceived Justices, Satisfaction, and Negative Word-of-Mouth," SAGE Open, , vol. 11(3), pages 21582440211, September.
  23. Jasenko Arsenovic & Bo Edvardsson & Tobias Otterbring & Bård Tronvoll, 2023. "Money for Nothing: The Impact of Compensation on Customers’ Bad-Mouthing in Service Recovery Encounters," Marketing Letters, Springer, vol. 34(1), pages 69-82, March.
  24. Yu Zhang & Bingjia Shao, 2018. "The Effect of Customer Participation Types on Online Recovery Satisfaction: A Mental Accounting Perspective," Future Internet, MDPI, vol. 10(10), pages 1-20, October.
  25. Amin, Muhammad & Shamim, Amjad & Ghazali, Zulkipli & Khan, Imran, 2021. "Employee Motivation to Co-Create Value (EMCCV): Construction and Validation of Scale," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
  26. Hazée, Simon & Van Vaerenbergh, Yves & Armirotto, Vincent, 2017. "Co-creating service recovery after service failure: The role of brand equity," Journal of Business Research, Elsevier, vol. 74(C), pages 101-109.
  27. Gohary, Ali & Hamzelu, Bahman & Alizadeh, Hamid, 2016. "Please explain why it happened! How perceived justice and customer involvement affect post co-recovery evaluations: A study of Iranian online shoppers," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 127-142.
  28. Curina, Ilaria & Francioni, Barbara & Hegner, Sabrina M. & Cioppi, Marco, 2020. "Brand hate and non-repurchase intention: A service context perspective in a cross-channel setting," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
  29. Reema Frooghi & Zaki Rashidi, 2019. "Does Value Co-Creation Impacts Customer Loyalty And Repurchase Intention," IBT Journal of Business Studies (JBS), Ilma University, Faculty of Management Science, vol. 15(1), pages 15-11.
  30. Bård Tronvoll & Bo Edvardsson, 2019. "Exploring Customers’ Experiences of Service Co-Recovery," Service Science, INFORMS, vol. 11(3), pages 189-200, October.
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