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When do customers offer firms a “second chance” following a double deviation? The impact of inferred firm motives on customer revenge and reconciliation
Joireman, Jeff; Grégoire, Yany; Devezer, Berna; Tripp, … - In: Journal of retailing 89 (2013) 3, pp. 315-337
Persistent link: https://www.econbiz.de/10010153021
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When do customers offer firms a "second chance" following a double deviation? : the impact of inferred firm motives on customer revenge and reconciliation
Joireman, Jeff; Grégoire, Yany; Devezer, Berna; Tripp, … - In: Journal of retailing 89 (2013) 3, pp. 315-337
Persistent link: https://www.econbiz.de/10009781852