Does prior trust work as a buffer? Examining the impact of perceived betrayal on customer responses to a double deviation Available to Purchase

Azza Temessek Behi is Associate Professor at the Institute of Advanced Business Studies- IHEC Carthage (University of Carthage, Tunisia) since 2009 and Member of the laboratory LIGUE, University of Manouba. She is currently co-director of the master program Management for Hospitality and Tourism. She holds a PhD in Marketing from the University of Savoie (France). Her research interests cover many areas including service interactions, customer loyalty, influencer marketing and tourism. She published in many journals as Journal of Product and Brand Management, Qualitative Market Research, International Management, Decisions Marketing, Transnational Marketing Journal, Gestion 2000 and Revue Française de marketing.

Norchene Ben Dahmane Mouelhi is Professor of Marketing at the ESCE International Business School, OMNES Education in France. Her research interests focus on digital marketing, consumer behavior, family daily consumption practices and sustainable development, retailing and experiential marketing. Her work has been published in international journals such as Journal of Business Ethics, Qualitative Market Research, International Journal of Retail and Distribution Management and in refereed conference proceedings such as Advances in Consumer Research, French Association of Marketing (AFM) and Tunisian Association of Marketing (ATM). She is the co-author of a book about retailing. She is member of scientific and organisation committees of several international conferences and a reviewer in internationals journals.

Walid Chaouali is Assistant Professor of Marketing at the Faculty of Law, Economics and Management of Jendouba (University of Jendouba), Tunisia and member of ERMA Laboratory, University of Tunis El Manar, Tunisia. His research focusses particularly on marketing services, digital marketing and branding. His articles have been published in Journal of Services Marketing, Journal of Retailing and Consumer Services, International Journal of Bank Marketing, Public Organisation Review, Journal of Consumer Marketing, International Journal of Organisational Analysis, International Journal of Public Administration, Journal of Workplace Learning, Telematics and Informatics and Journal of High Technology Management Research.