The dark side of customer co-creation: exploring the consequences of failed co-created services

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S-D logic–informed customer engagement: integrative framework, revised fundamental propositions, and application to CRM (2019, unknown): “Negative cocreation (codestruction) can also occur (Heidenreich et al. 2014; Roggeveen et al. 2012).”
Value co-creation: concept and measurement (2014, background): “2007), service recovery (Dong et al. 2008; Heidenreich et al. 2014), and content providers’”
Mirror, mirror on the wall: a comparative evaluation of composite-based structural equation modeling methods (2017, methodology): “PLS has also been used extensively in services research, for example, to analyze the impact of service failures (e.g., Gelbrich 2010; Heidenreich et al. 2015; van der Heijden et al. 2013) or the drivers of service satisfaction (Brady et al. 2012; Dellande et al. 2004; Hennig-Thurau et al. 2006).”
Exploring customers' responses to online service failure and recovery strategies during Covid‐19 pandemic: An actor–network theory perspective (2021, background): “Heidenreich et al. (2015) argued that customers' participation in recovery must match the level of cocreation during service delivery.”