Leppäniemi, Matti; Jayawardhena, Chanaka; Karjaluoto, … - In: Journal of Service Theory and Practice 27 (2017) 1, pp. 270-291
Purpose The purpose of this paper is to examine the antecedents of word-of-mouth (WOM) in long-term service settings. Specifically, the authors examine the moderating role of action inertia in the relationships between satisfaction and repatronage intention, satisfaction and WOM, and repatronage...