The "I love o hate them" relationships with cell phone service providers : the role of customer inertia and anger
Leanne Carter, David Gray, Steven D'Alessandro, and Lester Johnson
| Year of publication: |
October-December 2016
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| Authors: | Carter, Leanne ; Gray, David ; D'Alessandro, Steven ; Johnson, Lester W. |
| Published in: |
Services marketing quarterly. - New York, NY : Haworth Press, ISSN 1533-2969, ZDB-ID 2050792-6. - Vol. 37.2016, 4, p. 225-240
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| Subject: | Anger | anchoring | continuance commitment telecommunications | focus groups | inertia | repulsion attraction | services | switching behavior | service providers | trust | Emotion | Beziehungsmarketing | Relationship marketing | Konsumentenverhalten | Consumer behaviour | Mobiltelefon | Mobile phone | Vertrauen | Confidence | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Telekommunikationssektor | Telecommunications industry | Digitale Dienste | Web-based service |