The perils of service contract divestment : when and why customers seek revenge and how it can be attenuated

Christina M. Haenel, Hauke A. Wetzel, and Maik Hammerschmidt

Year of publication:	2019
Authors:	Haenel, Christina M. ; Wetzel, Hauke ; Hammerschmidt, Maik
Published in:	Journal of service research. - London : Sage Periodicals Press, ISSN 1552-7379, ZDB-ID 2020788-8. - Vol. 22.2019, 3, p. 301-322
Subject:	customer relationships \| service divestment \| service demotion \| service termination \| compensation \| customer revenge \| customer anger \| predivestment satisfaction \| Beziehungsmarketing \| Relationship marketing \| Kundenzufriedenheit \| Customer satisfaction \| Konsumentenverhalten \| Consumer behaviour \| Dienstleistungsqualität \| Service quality \| Kundenservice \| Customer service \| Beschwerdemanagement \| Complaint management \| Dienstleistungssektor \| Service industry \| Lieferantenmanagement \| Supplier relationship management