All Outputs (3)

The effect of organizational responses to service failures on customer satisfaction perception (2016)
Journal Article
Cheung, M., & To, W. M. (2017). The effect of organizational responses to service failures on customer satisfaction perception. Service Business, 11(4), 767-784. https://doi.org/10.1007/s11628-016-0328-z

This paper explores how organizational responses to service failures affect perceived justice and recovery satisfaction using responses from 410 customers who experienced service failures in Hong Kong. The results indicated that the acknowledgement o... Read More about The effect of organizational responses to service failures on customer satisfaction perception.

A customer-dominant logic on service recovery and customer satisfaction (2016)
Journal Article
Cheung, M., & To, W. M. (2016). A customer-dominant logic on service recovery and customer satisfaction. Management Decision, 54(10), 2524-2543. https://doi.org/10.1108/MD-03-2016-0165

Purpose Service recovery is a challenge to organizations because customers will respond to recovery processes and outcomes differently. Yet, there are few studies that examine the antecedents of customer co-recovery. Hence, the purpose of this paper... Read More about A customer-dominant logic on service recovery and customer satisfaction.

Service co-creation in social media: An extension of the theory of planned behavior (2016)
Journal Article
Cheung, M., & To, W. M. (2016). Service co-creation in social media: An extension of the theory of planned behavior. Computers in Human Behavior, 65, 260-266. https://doi.org/10.1016/j.chb.2016.08.031

Social media have become a major channel through which consumers interact with firms and other consumers. This paper examines the factors that drive consumers to co-create in social media and proposes a theoretical model that extends the theory of pl... Read More about Service co-creation in social media: An extension of the theory of planned behavior.