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Does big data analytics influence frontline employees in services marketing?

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How to make switching costly : the role of marketing and relationship characteristics

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Customers' prior knowledge in the servitization of traditional handicrafts

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Out of the trap : conversion funnel business model, customer switching costs, and industry profitability

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The path to outcome delivery : interplay of service market strategy and open business models

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Research on customer switching behavior in the service industry

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Customer defection due to service elimination and post-elimination customer behavior : an empirical investigation in telecommunications

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ICT as a catalyst for service business orientation

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Technology-driven service strategy

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