Customer participation in service recovery: a meta-analysis
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When reliability information is missing, the sample size-weighted mean reliability provides an approximation.
“If this information is missing, the sample size-weighted mean reliability provides an approximation (Van Vaerenbergh et al. 2018).”
From Understanding and managing customer relational benefits in services: a meta-analysis (2020) · cites this paper as Van Vaerenbergh et al. 2018
A multivariate approach is becoming increasingly common in meta-analyses in marketing.
“A multivariate approach thus is becoming increasingly common in meta-analyses in marketing (e.g., Pick and Eisend 2016; Van Vaerenbergh et al. 2018).”
From Understanding and managing customer relational benefits in services: a meta-analysis (2020) · cites this paper as Van Vaerenbergh et al. 2018
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- Authors
- Van Vaerenbergh, Y., Hazée, S., & Costers, A.
- Affiliations
- University of Liège (BE)
- KU Leuven (BE)
- Venue
- Marketing Letters
- Published
- 2018-10-03
- Volume
- 29
- Issue
- 4
- Pages
- 465-483
- ISSN
- 0923-0645 (ISSN-L)
- 1573-059X
- OpenAlex
- W2797669880
- Cited by
- 80
- References
- 53
- Citations by year
- 2026: 5 · 2025: 17 · 2024: 6 · 2023: 14 · 2022: 10 · 2021: 15 · 2020: 9 · 2019: 4
- FWCI
- 1.23
- Type
- journal article
- Language
- en
- Open access
- green
- lirias.kuleuven.be
- Licence
- other-oa
- www.springer.com/tdm (tdm)
- Locations
- Marketing Letters (publishedVersion)
- Lirias (submittedVersion, other-oa)
- RePEc: Research Papers in Economics (submittedVersion)
- Digital Access to Libraries (Université catholique de Louvain (UCL), l'Université de Namur (UNamur) and the Université Saint-Louis (USL-B)) (submittedVersion, other-oa)
- Digital Access to Libraries (Université catholique de Louvain (UCL), l'Université de Namur (UNamur) and the Université Saint-Louis (USL-B)) (submittedVersion)
- ORBi (University of Liège) (submittedVersion)
- ORBi (University of Liège) (submittedVersion, other-oa)
- Funders
- Fonds Wetenschappelijk Onderzoek (G0C5617N, SB/151556)
- Topics
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
- Social Sciences › Business, Management and Accounting › Marketing › Service and Product Innovation
- Physical Sciences › Computer Science › Artificial Intelligence › AI in Service Interactions
- Keywords
- customer participation, service recovery, distributive justice, procedural justice, interactional justice, customer satisfaction, customer outcomes, cultural differences, compensation
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