How positive service experiences contribute to service captivity
Abstract
Purpose Service captivity is described as the experience of constrained choice whereby a consumer has no power and feels unable to exit a service relationship. This study aims to explore how positive service experiences can contribute to service captivity in the alternative financial services (AFS) sector for consumers experiencing financial vulnerability. Design/methodology/approach A total of 31 interviews were undertaken with Australian...
Paper Details
Title
How positive service experiences contribute to service captivity
Published Date
Jul 12, 2021
Volume
35
Issue
6
Pages
774 - 790
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