Trapped in a service encounter
Abstract
Purpose The purpose of this paper is to explore the reasons why customers often cannot or do not exit a negative service encounter (lock-in) and to discuss how this affects their well-being and coping responses. This contributes to the research on how negative service encounters emerge and evolve and how such encounters impact customer well-being and subsequent responses. Design/methodology/approach An inductive, exploratory approach was used....
Paper Details
Title
Trapped in a service encounter
Published Date
Dec 24, 2019
Volume
31
Issue
1
Pages
79 - 114
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Notes
History