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Abstract The current study investigates the consumers’ co-destructed experiences with after-sales services (AS) through the lens of Conservation of Resources (COR) theory and Service Dominant Logic. The research is carried out in two phases. First, a qualitative study is conducted by analyzing...
Abstract Consumers increasingly use mobile applications for purchasing decisions; uncovering the dimensions of service quality relevant to these apps is essential. Existing research has extensively studied online service quality in e-commerce settings, and some studies focused on mobile...
Abstract This empirical study examines the mediating role of depersonalization on the relationship between dysfunctional customer behavior and service sabotage. This study further identifies the mediation model is moderated by a caring climate. Participants comprised 81 service managers and 622...
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