The Role of Perceived Control in Customer Value Cocreation and Service Recovery Evaluation

Academic Article

Authors

  • Guo, Lin
  • Lotz, Sherry L
  • Tang, Chuanyi
  • Gruen, Thomas
  • Status

    Publication Date

  • February 2016
  • Has Subject Area

    Published In

    Keywords

  • cocreation
  • outcome favorability
  • perceived control
  • perceived justice
  • relationship-based self-esteem
  • service recovery
  • Digital Object Identifier (doi)

    Start Page

  • 39
  • End Page

  • 56
  • Volume

  • 19
  • Issue

  • 1