Investigating Customer Loyalty in Service Failure-Recovery Encounter: The Moderating Role of Customer Coproduction.
Ho-Yan KwanNoel Yee-Man SiuTracy Jun-Feng ZhangPublished in: ICSSI (2013)
Keyphrases
- customer loyalty
- failure recovery
- service quality
- customer satisfaction
- potential customers
- marketing strategies
- fault tolerance
- data mining
- service providers
- load balancing
- single link
- grid computing
- electronic commerce
- business decisions
- customer relationship management
- distributed computing
- website
- user satisfaction
- quality of service
- competitive advantage
- information technology
- fault tolerant
- web services
- end users