Transference: the Effect of Relationship History on Consumers' Relationships with Other Firms

Trust with a focal service firm before a service failure and recovery, and commitment afterwards, are affected by previous serious service failures with other firms, a result not previously mentioned in the relationship literature. Customers can generalize their lack of trust, and this affects commi...

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Bibliographische Detailangaben

Hauptverfasser:	Bunker, Matthew P, Ball, Dwayne
Format:	Tagungsbericht
Sprache:	eng
Schlagworte:	Consumer relations Statistical analysis Studies
Online-Zugang:	Volltext
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