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Journal Articles

Failure to maintain customers: antecedents and consequences of service downgrades

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Liming Lin, Zhaoyang Guo, Chenxi Zhou
Journal: Journal of Service Theory and Practice
Journal of Service Theory and Practice (2023) 33 (3): 387–411.
https://doi.org/10.1108/JSTP-03-2022-0057
Published: 28 February 2023
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