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Keywords: Social norms
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Journal Articles
Journal of Service Theory and Practice (2021) 31 (4): 638–663.
Published: 13 April 2021
... the perception of a customer that exiting a service encounter early violates social norms. Design/methodology/approach The hypotheses are tested with two scenario-based experiments using a collective (theater) and high-contact service (restaurant) (N = 1143; 1485). Findings The results suggest...
