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Coalitions and Their Negative Consequences: An Examination in Service Failure-Recovery Situations
The social nature of customer experiences creates complex and potentially detrimental dynamics in failure situations, such as when other customers side with the complainer or the firm. The present research is the first to analyze such coalitions and their consequences. We conceptualize a triad compo...
| Autores principales: | , , |
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| Formato: | Online Artículo Texto |
| Lenguaje: | English |
| Publicado: |
SAGE Publications
2023
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| Materias: | |
| Acceso en línea: | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC10522451/ https://www.ncbi.nlm.nih.gov/pubmed/37771800 http://dx.doi.org/10.1177/10946705231163884 |