Coelho, Pedro Simões; Rita, Paulo; Ramos, Ricardo F. - In: European journal of management and business economics : … 32 (2023) 2, pp. 168-184
" within the customer -firm relationship. Design/methodology/approach A questionnaire was administered to telecommunication … shows that the customer-firm relationship is surprisingly affected by the response to expected incidents that the customer … incident positively affect customer-firm relationship quality, and expectations of such acts may lead to an upward spiral in …