Nguyen, Bang; “Phil” Klaus, Philipp; Simkin, Lyndon - In: Journal of Services Marketing 28 (2014) 6, pp. 484-497
perceived negative firm customization, unfairness perceptions, and customer loyalty intentions, and (b) investigate the … perceptions of customization increase their unfairness perceptions. Unfairness perceptions drastically reduce customer loyalty … between firm customization and unfairness perceptions, firm customization and customer loyalty intentions and the moderating …