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Keywords: Disengagement
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Journal Articles
I can’t always get what I want: low power, service customer (dis)engagement and wellbeing
Available to Purchase
Journal:
European Journal of Marketing
European Journal of Marketing (2023) 57 (10): 2713–2736.
Published: 25 January 2023
...Liliane Abboud; Helen L. Bruce; Jamie Burton Purpose This paper aims to examine experiences of low customer power in service interactions and the impact of those experiences on customers’ engagement and disengagement towards a firm. It subsequently identifies how such experiences may affect...
