The DOI matches its Crossref record; 13 of the 13 references it cites were found in a registry or an index.
Understanding the co-creation effect: when does collaborating with customers provide a lift to service recovery?
Overview
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Integrity signals
Registry
Cites
Statistics
Verification
Claims the paper makes
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Self-check
Percentages, sums and reported differences re-computed from the paper’s own numbers.
The self-check needs the paper’s full text.
Citations
Cites
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
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
Oliver, R. L. (1980) · Journal of Marketing Research · doi:10.1177/002224378001700405 · Cited by 14,494
Reconsidering Baron and Kenny: myths and truths about mediation analysis
Zhao, X., Lynch, J. G., & Chen, Q. (2010) · Journal of Consumer Research · doi:10.1086/651257 · Cited by 12,583
The Behavioral Consequences of Service Quality
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996) · Journal of Marketing · doi:10.2307/1251929 · Cited by 12,003
Adams, J. S. (1965) · Advances in Experimental Social Psychology · doi:10.1016/s0065-2601(08)60108-2 · Cited by 10,818
The Social Psychology of Procedural Justice
Lind, E. A., & Tyler, T. R. (1988) · Critical Issues in Social Justice · doi:10.1007/978-1-4899-2115-4 · Cited by 6,585 · cited 1×
“Procedural justice pertains to the fairness and transparency of the decision-making process and the opportunity it provides to voice views and influence the actual outcome (Leventhal 1980; Lind and Tyler 1988; Thibault and Walker 1975).”
BackgroundThe 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
What Should Be Done with Equity Theory?
Leventhal, G. S. (1980) · Social Exchange · doi:10.1007/978-1-4613-3087-5_2 · Cited by 3,010
Relation of sample size to the stability of component patterns.
Guadagnoli, E., & Velicer, W. F. (1988) · Psychological Bulletin · doi:10.1037/0033-2909.103.2.265 · Cited by 2,880
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
Cited by
Hardyman, W., Daunt, K. L., & Kitchener, M. (2015) · Public Management Review · doi:10.1080/14719037.2014.881539 · Cited by 312
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
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
Enhancing service recovery satisfaction with chatbots: The role of humor and informal language
Shams, G., Kim, K. K., & Kim, K. (2024) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2024.103782 · Cited by 55
Metadata
- Authors
- Roggeveen, A. L., Tsiros, M., & Grewal, D.
- Venue
- Journal of the Academy of Marketing Science
- Published
- 2011-08-13
- Volume
- 40
- Issue
- 6
- Pages
- 771-790
- ISSN
- 0092-0703 (ISSN-L)
- 1552-7824
- OpenAlex
- W1973817125
- Cited by
- 300
- References
- 13
- FWCI
- 17.64
- Type
- journal article
- Language
- en
- Open access
- closed
About these checks
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.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
What counts as a claim ›How we measure confidence ›How we check this ›
Are you an author, or do you see a problem with this page? Request a review
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.
