Reductions in customer commitment : an empirical study on pure downgrade versus hybrid downgrade
Year of publication: |
2024
|
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Authors: | Zhou, Chenxi ; Lin, Liming ; Guo, Zhaoyang ; Jiang, Juncai |
Published in: |
Journal of service research. - London : Sage Periodicals Press, ISSN 1552-7379, ZDB-ID 2020788-8. - Vol. 27.2024, 3, p. 432-449
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Subject: | downgrade | service modification | relationship marketing | customer retention |
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