When do customers offer firms a “second chance” following a double deviation? The impact of inferred firm motives on customer revenge and reconciliation
| Year of publication: |
2013
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|---|---|
| Authors: | Joireman, Jeff ; Grégoire, Yany ; Devezer, Berna ; Tripp, Thomas M. |
| Published in: |
Journal of retailing. - New York, NY [u.a.] : Elsevier, ISSN 0022-4359, ZDB-ID 4108024. - Vol. 89.2013, 3, p. 315-337
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