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Keywords: Service contract termination
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Journal Articles
Journal:
European Journal of Marketing
European Journal of Marketing (2022) 56 (12): 3169–3196.
Published: 22 September 2022
...Hauke Wetzel; Christina Haenel; Alexandra Claudia Hess Purpose Profitability considerations lead service providers to terminate service contracts with low-value customers. However, customers targeted by service contract terminations often take revenge through negative word-of-mouth (NWOM...
