Conservation of Resources Theory Interpretation of Co-Destructed After-sales Service Encounters

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dc.authorscopusid57761322300
dc.authorscopusid6507138017
dc.authorscopusid12783248100
dc.contributor.authorKuzgun, E.
dc.contributor.authorAsugman, G.
dc.contributor.authorAlvarez, M.D.
dc.date.accessioned2024-07-18T20:16:59Z
dc.date.available2024-07-18T20:16:59Z
dc.date.issued2023
dc.description.abstractThe 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.en_US
dc.identifier.doi10.1080/15332969.2023.2241000
dc.identifier.endpage276en_US
dc.identifier.issn1533-2969
dc.identifier.issue4en_US
dc.identifier.scopus2-s2.0-85166413201en_US
dc.identifier.scopusqualityQ2en_US
dc.identifier.startpage251en_US
dc.identifier.urihttps://doi.org/10.1080/15332969.2023.2241000
dc.identifier.urihttps://hdl.handle.net/11411/6355
dc.identifier.volume44en_US
dc.indekslendigikaynakScopusen_US
dc.language.isoenen_US
dc.publisherRoutledgeen_US
dc.relation.ispartofServices Marketing Quarterlyen_US
dc.relation.publicationcategoryMakale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanıen_US
dc.rightsinfo:eu-repo/semantics/closedAccessen_US
dc.subjectAfter-Sales Servicesen_US
dc.subjectConservation Of Resources Theoryen_US
dc.subjectService Dominant Logicen_US
dc.subjectValue Co-Destructionen_US
dc.titleConservation of Resources Theory Interpretation of Co-Destructed After-sales Service Encounters
dc.typeArticle

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