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Keywords: Betrayal
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Journal Articles
The impact of termination severity on customers' emotional, attitudinal and behavioral reactions
Available to Purchase
Journal of Service Theory and Practice (2021) 31 (1): 65–81.
Published: 02 December 2020
... rights only This paper empirically examines the direct and indirect effects of perceived termination severity on customers' behavioral reactions via betrayal and justice. It also examines the moderating effects of attitude toward complaining (ATC). This paper employs a quantitative method...
Includes: Supplementary data
Journal Articles
Does relationship matter? – Customers’ response to service failure
Available to Purchase
Managing Service Quality: An International Journal (2014) 24 (2): 139–159.
Published: 04 March 2014
... the robustness of the results of study 1 and study 2. All studies have a 2×2 between-subjects design. Findings – The results show that individuals in exchange relationships experience a stronger feeling of betrayal than those in communal relationships during service failures. Further, individuals feel more...
