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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...

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Detalles Bibliográficos
Autores principales: Roschk, Holger, Hosseinpour, Masoumeh, Breitsohl, Jan
Formato: Online Artículo Texto
Lenguaje:English
Publicado: SAGE Publications 2023
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

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