Critical Incidents in Customer-Firm Relationships
abstract: When consumers find that something critically out of the ordinary has occurred, they direct attention to evaluate such a critical incident more closely. The results of this evaluation may put consumers on a switching path or it might lead them to engage in unfavorable behaviors from the pe...
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| Format: | Doctoral Thesis |
| Language: | English |
| Published: |
2019
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| Online Access: | http://hdl.handle.net/2286/R.I.55676 |