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

By Lin Guo, S. Lotz, Chuanyi Tang, T. Gruen. 2016

125 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/c0791624157ab3b6fc7325c585e8f21484067491

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Marketing

1. Janet R. Mccoll-Kennedy
2. Ruth N. Bolton
3. Raffaele Filieri
4. Ana Javornik
5. Lars Witell
6. Chiara Orsingher
7. Ali Abdallah Alalwan
8. Anna S. Mattila

In Organizational Behavior and Human Resource Management

1. Janet R. Mccoll-Kennedy
2. Ralph Gumann
3. Ruth N. Bolton
4. Raffaele Filieri
5. Ana Javornik
6. Lars Witell
7. Chiara Orsingher
8. Anna S. Mattila

Citations in the corpus

• “Don't Forget that Others Are Watching, Too!” The Effect of Conversational Human Voice and Reply Length on Observers’ Perceptions of Complaint Handling in Social Media (2020, background): “Service failure has been investigated both in offline contexts (Maxham III, 2001) and in online contexts (Guo et al., 2016); for example in online retailing (Holloway & Beatty, 2003; Lin, Wang, & Chang, 2011), hospitality (Sparks et al.”
• Customer experience challenges: bringing together digital, physical and social realms (2018, background): “, 2010)? To what extent do customers require feedback and perceived control to participate in a successful service experience (Guo et al., 2016)? Recently, Singh et al.”