Current Status and Future Issues in Research on Co-Creation in Service Recovery (CCSR)
Customers play an increasingly critical role in companies’ value creation activities. Customer co-creation activities can take place across the entire value chain, in both service delivery and the recovery process after a service failure. Co-Creation in Service Recovery is recognized as a cost-effic...
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Format: | Article |
Language: | Japanese |
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Japan Marketing Academy
2020-03-01
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Series: | Maketingu Janaru |
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Online Access: | https://www.jstage.jst.go.jp/article/marketing/39/4/39_2020.021/_html/-char/en |
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author | Yi Ko |
author_facet | Yi Ko |
author_sort | Yi Ko |
collection | DOAJ |
description | Customers play an increasingly critical role in companies’ value creation activities. Customer co-creation activities can take place across the entire value chain, in both service delivery and the recovery process after a service failure. Co-Creation in Service Recovery is recognized as a cost-efficient recovery strategy that restores customer satisfaction and enhances customers’ intention toward future co-creation. This paper presents the relevant prior research and future issues based on a review of the Co-Creation in Service Recovery literature. Previous investigations have focused on the following two trends: (1) the effects of Co-Creation in Service Recovery and specific situations in which Co-Creation in Service Recovery is not useful, and (2) the antecedents of Co-Creation in Service Recovery (e.g., why customers are willing to participate in the co-creation of service recovery). |
first_indexed | 2024-04-11T05:49:23Z |
format | Article |
id | doaj.art-e713832ecc6a4cb7aa2eb7562a9ffbab |
institution | Directory Open Access Journal |
issn | 0389-7265 2188-1669 |
language | Japanese |
last_indexed | 2024-04-11T05:49:23Z |
publishDate | 2020-03-01 |
publisher | Japan Marketing Academy |
record_format | Article |
series | Maketingu Janaru |
spelling | doaj.art-e713832ecc6a4cb7aa2eb7562a9ffbab2022-12-22T04:42:08ZjpnJapan Marketing AcademyMaketingu Janaru0389-72652188-16692020-03-01394535910.7222/marketing.2020.021marketingCurrent Status and Future Issues in Research on Co-Creation in Service Recovery (CCSR)Yi Ko0Graduate School of Business Administration, Kobe UniversityCustomers play an increasingly critical role in companies’ value creation activities. Customer co-creation activities can take place across the entire value chain, in both service delivery and the recovery process after a service failure. Co-Creation in Service Recovery is recognized as a cost-efficient recovery strategy that restores customer satisfaction and enhances customers’ intention toward future co-creation. This paper presents the relevant prior research and future issues based on a review of the Co-Creation in Service Recovery literature. Previous investigations have focused on the following two trends: (1) the effects of Co-Creation in Service Recovery and specific situations in which Co-Creation in Service Recovery is not useful, and (2) the antecedents of Co-Creation in Service Recovery (e.g., why customers are willing to participate in the co-creation of service recovery).https://www.jstage.jst.go.jp/article/marketing/39/4/39_2020.021/_html/-char/enservice failureco-creation in service recoveryemployee-initiated co-recoveryinternal attribution |
spellingShingle | Yi Ko Current Status and Future Issues in Research on Co-Creation in Service Recovery (CCSR) Maketingu Janaru service failure co-creation in service recovery employee-initiated co-recovery internal attribution |
title | Current Status and Future Issues in Research on Co-Creation in Service Recovery (CCSR) |
title_full | Current Status and Future Issues in Research on Co-Creation in Service Recovery (CCSR) |
title_fullStr | Current Status and Future Issues in Research on Co-Creation in Service Recovery (CCSR) |
title_full_unstemmed | Current Status and Future Issues in Research on Co-Creation in Service Recovery (CCSR) |
title_short | Current Status and Future Issues in Research on Co-Creation in Service Recovery (CCSR) |
title_sort | current status and future issues in research on co creation in service recovery ccsr |
topic | service failure co-creation in service recovery employee-initiated co-recovery internal attribution |
url | https://www.jstage.jst.go.jp/article/marketing/39/4/39_2020.021/_html/-char/en |
work_keys_str_mv | AT yiko currentstatusandfutureissuesinresearchoncocreationinservicerecoveryccsr |