… customer participation and service failure attribution, specifically that … customer participation
will increase (decrease) service failure attribution to service providers when customers have …

… customers’ future co-creation behaviors. Specifically, by integrating prior work on customer
participation and service … found to play in the participation/service failure contexts, it has been …

… service literature: customer participation and service expectation. Owing to the interactive
nature of services, customers often participate in the co‐production of the service. In addition, …

… is known about service failures, critics have argued that minimal knowledge exists regarding
customer participation in service failure episodes (namely, co-created service failures) (…

… of customer participation (mental, emotional and physical) on service failure perceptions of
customers. … , it is established that customer participation in the service (co-production) causes …

… We consider several moderator variables to gain insights into the mixed findings reported
in prior literature, namely type of service failure and type of customer participation in service …

… a particular failure occurring during customer participation, the customer will consider who
to blame, since his/her reaction to service failure can alter participation in the service process. …

… we can from a service encounter. On the other hand, customers often participate to ensure
that everything goes correctly even when there was no service failure and everything was …

… Also, this study proposes that customer participation in the service … indicated that customer
participation in service encounters … that service failure sends a strong signal that the service …

… of importance for customer participation in the context of theme park services. The stronger
… customer participation and service expectation on locus attributions following service failure …