We formulate a theoretical model in which we postulate that if a customers' behavior is perceived as not optimal, customers will adjust this behavior based on their current satisfaction and payment equity. Furthermore, customers will also include new experiences. In our empirical study we...

Changes in relationships are due to human actions. We assume that these human actions are functions of perceptions of a focal individual, but also the perceptions of other individuals who are part of the organizational and social environment. We hypothesize that perceptions based trust and...