Friend, Lorraine A.; Costley, Carolyn L.; Brown, Charis - In: Journal of Services Marketing 24 (2010) 6, pp. 458-467
Purpose – The purpose of this paper is to examine “nasty” retail shopping experiences. The paper aims to consider implications of distrust related to theft control measures in retail customer service. Design/methodology/approach – Storytelling as a “memory‐work” method draws on...