Defensive strategies for managing satisf
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Laurette DubΓ©; Manfred F. Maute
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Article
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1998
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John Wiley and Sons
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English
β 162 KB
π 1 views
The investment model is used to predict customer responses to defensive value-added and value-recovery strategies. The two strategies were manipulated under different competitive environments with airline services scenarios in a controlled experiment. Hypotheses were affirmed as value-added and valu