Failure to maintain customers : antecedents and consequences of service downgrades
Year of publication: |
2023
|
---|---|
Authors: | Lin, Liming ; Guo, Zhaoyang ; Zhou, Chenxi |
Published in: |
Journal of service theory and practice. - Bingley : Emerald, ISSN 2055-6233, ZDB-ID 2807318-6. - Vol. 33.2023, 3, p. 387-411
|
Subject: | Customer retention | Service downgrade | Service modification | Tiered pricing | Dienstleistungsqualität | Service quality | Beziehungsmarketing | Relationship marketing | Kundenzufriedenheit | Customer satisfaction | Kundenservice | Customer service | Konsumentenverhalten | Consumer behaviour | Dienstleistungssektor | Service industry | Dienstleistung | Services |
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