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The purpose of this paper is to examine the influence of different antecedent factors (contingencies) on the design of a service recovery system (SRS).Design/methodology/approachA conceptual model was framed and a series of hypotheses generated and tested using data from 158 practicing managers...
The purpose of this paper is to propose a conceptual framework of experience co-creation that captures the multi-dimensionality of this construct, as well as a research process for defining of the antecedents of experience co-creation.Design/methodology/approachThe framework of experience...
The purpose of this paper is to examine the underlying mechanism of the spillover effect from a service brand alliance to its parent brand at the post-consumption stage.Design/methodology/approachOnline surveys were used to collect both qualitative and quantitative data from participants of an...
The purpose of this paper is to test how national culture may help to explain cross-country differences in new service development (NSD) by comparing the impact of NSD success factors between Mexico and Sweden.Design/methodology/approachEight hypotheses based on prior literature on NSD and...
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