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Keywords: Psychological reactance
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Journal Articles
Journal:
Journal of Service Management
Journal of Service Management (2023) 34 (5): 1064–1087.
Published: 20 June 2023
... and psychological reactance) bystanders are likely to intervene and support a service business being trolled by posting positive eWOM. Design/methodology/approach This research uses a two-study (Study 1 n = 313; Study 2 n = 472) experimental design with scenarios of a service business...
