Punitive switching costs and behavioral responses in the context of contractual services
Year of publication: |
2023
|
---|---|
Authors: | Chuang, Yi-Fei ; Dinh, Cong-Minh ; Lu, Wei-Min |
Published in: |
Management research review. - Bingley : Emerald, ISSN 2040-8277, ZDB-ID 2538372-3. - Vol. 46.2023, 11, p. 1559-1584
|
Subject: | Alternative attractiveness | Contractual service | Emotion regulation | Negative emotions | Negative word-of-mouth | Punitive switching costs | Service lock-in | Service recovery | Stimulus-organism-response | Switching intention | Emotion | Wechselverhalten | Switching behaviour | Dienstleistungsqualität | Service quality | Konsumentenverhalten | Consumer behaviour | Kundenzufriedenheit | Customer satisfaction | Beschwerdemanagement | Complaint management |
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