When do customers offer firms a “second chance” following a double deviation? The impact of inferred firm motives on customer revenge and reconciliation

✍ Scribed by Joireman, Jeff; Grégoire, Yany; Devezer, Berna; Tripp, Thomas M.

• Book ID: 120649752
• Publisher: Elsevier Science
• Year: 2013
• Tongue: English
• Weight: 812 KB
• Volume: 89
• Category: Article
• ISSN: 0022-4359
• DOI: 10.1016/j.jretai.2013.03.002