Why do satisfied customers defect? A closer look at the simultaneous effects of switching barriers and inducements on customer loyalty
| Autor: | Chuah, Stephanie Hui-Wen, Rauschnabel, Philipp A., Marimuthu, Malliga, Thurasamy, Ramayah, Nguyen, Bang |
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| Zdroj: | Journal of Service Theory and Practice, 2017, Vol. 27, Issue 3, pp. 616-641. |
| Databáze: | Emerald Insight |
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