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Keywords: Service termination
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Journal Articles
Journal:
European Journal of Marketing
European Journal of Marketing (2020) 54 (1): 26–48.
Published: 11 December 2019
...Amin Nazifi; Dahlia El-Manstrly; Katja Gelbrich Purpose This study aims to examine the effects of organizational tactics (e.g. explanation and monetary compensation) on customers’ reactions to service termination. The mediating role of anger and the moderating role of termination strategy...
