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Journal Articles

Is personalization of services always a good thing? Exploring the role of technology‐mediated personalization (TMP) in service relationships

Anyuan Shen, A. Dwayne Ball

Journal of Services Marketing (2009) 23 (2): 79–91.

https://doi.org/10.1108/08876040910946341

Published: 24 April 2009

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Journal Articles

Causes and consequences of grudge‐holding in service relationships

Matthew P. Bunker, Dwayne Ball

Journal of Services Marketing (2008) 22 (1): 37–47.

https://doi.org/10.1108/08876040810851941

Published: 22 February 2008

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Journal Articles

Service personalization and loyalty

Dwayne Ball, Pedro S. Coelho, Manuel J. Vilares

Journal of Services Marketing (2006) 20 (6): 391–403.

https://doi.org/10.1108/08876040610691284

Published: 01 October 2006

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