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Keywords: Negative disconfirmation
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Journal Articles
Journal:
Journal of Services Marketing
Journal of Services Marketing (2020) 34 (2): 117–135.
Published: 19 December 2019
... incorporates justice theory, expectancy disconfirmation theory and psychology literature to propose determinants of negative customer engagement behaviours. Findings A conceptual framework is developed that proposes customer perceived justice and negative disconfirmation as determinants of negative...
