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 |
| Subjects: | |
| Online Access: | https://www.jstage.jst.go.jp/article/marketing/39/4/39_2020.021/_html/-char/en |
| _version_ | 1797980050198364160 |
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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 |