Conservation of Resources Theory Interpretation of Co-Destructed After-sales Service Encounters
Küçük Resim Yok
Tarih
2023
Yazarlar
Dergi Başlığı
Dergi ISSN
Cilt Başlığı
Yayıncı
Routledge
Erişim Hakkı
info:eu-repo/semantics/closedAccess
Özet
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 consumer stories about co-destructed AS experiences with data collected from a public complaint website and three focus group interviews. Second, the proposed model is empirically tested on 207 consumer responses collected through a survey. The results reveal different paths on which consumers’ secondary losses either lead to low AS satisfaction or punitive behaviors after experiencing a co-destructed AS interaction. © 2023 Taylor & Francis Group, LLC.
Açıklama
Anahtar Kelimeler
After-Sales Services, Conservation Of Resources Theory, Service Dominant Logic, Value Co-Destruction
Kaynak
Services Marketing Quarterly
WoS Q Değeri
Scopus Q Değeri
Q2
Cilt
44
Sayı
4
