Purpose Service recovery is a challenge to organizations because customers will respond to
recovery processes and outcomes differently. Yet, there are few studies that examine the …

While there is general consensus that students are more or less participants in their
educational experiences, the relationship between student participation and satisfaction has …

The present study aims to conceptualize, structure, refine and empirically validate a
customer co-created value (CCV) scale. Two stage approach has been undertaken for …

Customer participation in services has received increasing attention in hospitality research.
Despite the growing attention, research on perceived customer participation (PCP) from an …

Collaborating with customers is considered a new source of competitive advantage so
customer participation and involvement are emerging as key strategic factors. This research …

Research on the relationship between customer coproduction and satisfaction has produced
mixed results even after accounting for the role of attribution. This paper extends prior …

Student engagement is a phrase that is now common in the vocabulary of academics and
higher education managers but there is little clarity about what it actually means and how …

In the present paper, customer citizenship behavior (CCB) is assessed as a manifestation of
value co-creation in the costumer-organization relations. Considering the extant marketing …

Tôi xin cam đoan đề tài nghiên cứu “Hành vi đồng tạo sản phẩm của khách du lịch Việt
Nam” là công trình nghiên cứu của riêng tôi. Những nội dung trong luận văn này là do tôi …

The purpose of this study was to examine the types of service recovery strategies and
service recovery times on customer satisfaction. An analysis of the pilot test data and expert …