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Journal Articles

Spirals of distrust vs spirals of trust in retail customer service: consumers as victims or allies

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Lorraine A. Friend, Carolyn L. Costley, Charis Brown
Journal: Journal of Services Marketing
Journal of Services Marketing (2010) 24 (6): 458–467.
https://doi.org/10.1108/08876041011072573
Published: 14 September 2010
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