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Keywords: Intentionality
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Journal Articles
Journal of Service Theory and Practice (2015) 25 (6): 700–724.
Published: 09 November 2015
... – The empirical investigation is carried out on the retail banking industry with a final sample of 448 real cases of customer retention or defection after a service failure. Findings – The results of the study not only highlight the relevance of intentionality as an additional factor in explaining customer...
