Bunker, Matthew P.; Ball, Dwayne - In: Journal of Services Marketing 22 (2008) 1, pp. 37-47
Purpose – The purpose of this paper is to place grudge‐holding as a theoretical construct, measure it, and empirically place it in a nomological net and, additionally to discuss the consequences of grudge‐holding in this research. Design/methodology/approach – A 2 × 2...