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Keywords: Discretionary
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Journal Articles
International Journal of Bank Marketing (2014) 32 (6): 477–493.
Published: 26 August 2014
...Dr Kristina Heinonen; Shilpa Sharma Bhaskar; Shikha N. Khera Purpose – The purposes of this paper is to first explore, and describe positive discretionary risky-service behaviour (DRSB) of customer-contact service providers in relational context and second to model the antecedents of such actions...
