Liu, Annie H.; Chugh, Richa; Noel Gould, Albert - In: European Journal of Marketing 50 (2016) 3/4, pp. 397-420
their pursuit of justice in the win-back process, influences reacquisition outcomes. The paper further examines the role of … sales experience as a moderator between coping choices and successful win back. Design/methodology/approach In all, 98 …-active responses positively affect win-back outcome. By contrast, emotion-focused coping (EFC) and re-active responses have a negative …