Yingzi Xu
Yingzi Xu
Dr. Yingzi Xu is Senior Lecturer of Marketing at Auckland University of Technology in New Zealand. Her research interests include customer satisfaction, service recovery, and customer switching behaviour in service research. She has published articles in international journals such as Journal of Business Research, Journal of Service Management, Managing Service Quality, and the Service Industries Journal.
Show you care: initiating co-creation in service recovery
Customers are no longer passive receivers of service offerings from companies, but rather value creators themselves. Companies realize that involving customers in service production...