The DOI matches its Crossref record; 11 of the 11 references it cites were found in a registry or an index.
The effects of customer participation in co-created service recovery
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Citations
Cites
Self-efficacy: Toward a unifying theory of behavioral change
Bandura, A. (1977) · Psychological Review · doi:10.1037/0033-295x.84.2.191 · Cited by 43,925
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On the Evaluation of Structural Equation Models
Bagozzi, R. P., & Yi, Y. (1988) · Journal of the Academy of Marketing Science · doi:10.1007/bf02723327 · Cited by 26,163
Evolving to a New Dominant Logic for Marketing
Vargo, S. L., & Lusch, R. F. (2004) · Journal of Marketing · doi:10.1509/jmkg.68.1.1.24036 · Cited by 14,779
The Service Encounter: Diagnosing Favorable and Unfavorable Incidents
Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990) · Journal of Marketing · doi:10.2307/1252174 · Cited by 4,860
Co‐creating unique value with customers
Prahalad, C. K., & Ramaswamy, V. (2004) · Strategy & Leadership · doi:10.1108/10878570410699249 · Cited by 2,463 · cited 1×
“As customers increase their level of participation in recovery, the firm has an opportunity to shape their perceptions about service delivery and influence their total service experiences through value co-creation (Claycomb et al. 2001; Prahalad and Ramaswamy 2004).”
BackgroundRepresenting and Testing Organizational Theories: A Holistic Construal
Bagozzi, R. P., & Phillips, L. W. (1982) · Administrative Science Quarterly · doi:10.2307/2392322 · Cited by 2,064
A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery
Smith, A. K., Bolton, R. N., & Wagner, J. (1999) · Journal of Marketing Research · doi:10.2307/3152082 · Cited by 2,058
Dabholkar, P. A., & Bagozzi, R. P. (2002) · Journal of the Academy of Marketing Science · doi:10.1177/0092070302303001 · Cited by 1,898
New directions in equity research.
Walster, E., Berscheid, E., & Walster, G. W. (1973) · Journal of Personality and Social Psychology · doi:10.1037/h0033967 · Cited by 1,649
Cited by
Hajli, N., Sims, J., Zadeh, A. H., & Richard, M.-O. (2017) · Journal of Business Research · doi:10.1016/j.jbusres.2016.10.004 · Cited by 644
Voorhees, C. M., Fombelle, P. W., Gregoire, Y., Bone, S., Gustafsson, A., Sousa, R., & Walkowiak, T. (2017) · Journal of Business Research · doi:10.1016/j.jbusres.2017.04.014 · Cited by 489
Marketing AI recruitment: The next phase in job application and selection
van Esch, P., Black, J. S., & Ferolie, J. (2019) · Computers in Human Behavior · doi:10.1016/j.chb.2018.09.009 · Cited by 391
Customer participation and value creation: a systematic review and research implications
Mustak, M., Jaakkola, E., & Halinen, A. (2013) · Managing Service Quality: An International Journal · doi:10.1108/msq-03-2013-0046 · Cited by 302
Customer participation in services: domain, scope, and boundaries
Dong, B., & Sivakumar, K. (2017) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-017-0524-y · Cited by 265
Self-citationOzuem, W., Ranfagni, S., Willis, M., Rovai, S., & Howell, K. (2021) · Psychology & Marketing · doi:10.1002/mar.21527 · Cited by 140
Giving back the “self” in self service: customer preferences in self-service failure recovery
Collier, J. E., Breazeale, M., & White, A. (2017) · Journal of Services Marketing · doi:10.1108/jsm-07-2016-0259 · Cited by 82
Customer participation in service recovery: a meta-analysis
Van Vaerenbergh, Y., Hazée, S., & Costers, A. (2018) · Marketing Letters · doi:10.1007/s11002-018-9470-9 · Cited by 80
Job candidates’ reactions to AI-enabled job application processes
van Esch, P., Black, J. S., & Arli, D. (2021) · AI and Ethics · doi:10.1007/s43681-020-00025-0 · Cited by 72
Power imbalance and the dark side of the captive agri-food supplier–buyer relationship
Glavee-Geo, R., Engelseth, P., & Buvik, A. (2022) · Journal of Business Ethics · doi:10.1007/s10551-021-04791-7 · Cited by 64
Al-enabled biometrics in recruiting: insights from marketers for managers
van Esch, P., Stewart Black, J., Franklin, D., & Harder, M. (2021) · Australasian Marketing Journal · doi:10.1016/j.ausmj.2020.04.003 · Cited by 36
The process of solving problems with self-service technologies: a study from the user’s perspective
Nili, A., Tate, M., & Johnstone, D. (2019) · Electronic Commerce Research · doi:10.1007/s10660-018-9304-0 · Cited by 21
Metadata
- Authors
- Dong, B., Evans, K. R., & Zou, S.
- Venue
- Journal of the Academy of Marketing Science
- Published
- 2007-07-27
- Volume
- 36
- Issue
- 1
- Pages
- 123-137
- ISSN
- 0092-0703 (ISSN-L)
- 1552-7824
- OpenAlex
- W2148646703
- Cited by
- 758
- References
- 11
- FWCI
- 35.45
- Type
- journal article
- Language
- en
- Open access
- closed
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Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
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Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
