The impact of customer participation and service expectation on Locus attributions following service failure

By HsiuJu Rebecca Yen, K. Gwinner, Wanru Su. 2004

180 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/da0f0ecf3a0e0ea0af7cf0d7195d017228fc03c2

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. Wen-Hsien Huang
2. Cedric Hsi-Jui Wu

In Organizational Behavior and Human Resource Management

1. Wen-Hsien Huang
2. Cedric Hsi-Jui Wu

In Sociology and Political Science

1. Wen-Hsien Huang
2. Cedric Hsi-Jui Wu

Citations in the corpus

• A re-examination of the antecedents and impact of customer participation in service (2011, background): “…is considered as an antecedent of customer cooperation and participation in service (e.g. Bettencourt, 1997), or propose that the relationship between customer participation and satisfaction is contingent upon the factor of self-attribution bias (Bendapudi & Leone, 2003; Yen et al., 2004).”
• The impact of other‐customer failure on service satisfaction (2008, methodology): “Firm responsibility was measured using a two-item scale developed from the study by Yen et al. (2004)”