Table of contents
Where service recovery meets its paradox: implications for avoiding overcompensation
Andreas Edström, Beatrice Nylander, Jonas Molin, Zahra Ahmadi, Patrik SörqvistThe service recovery paradox (SRP) is the phenomenon that happens when customer satisfaction level post-service failure and recovery surpasses the customer satisfaction level…
4080
Learning resource integration by engaging in value cocreation practices: a study of music actors
Jenny Karlsson, Per SkålénThis paper explores how actors engage in the situated learning of resource integration (RI) within value cocreation practices (VCPs). VCPs are collectively shared and organized…
816
ISSN:
2055-6225Renamed from:
Managing Service Quality: An International JournalOnline date, start – end:
2015Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr. Chatura Ranaweera
- Dr. Marianna Sigala