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Keywords: Triggers
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Journal Articles
The influence of active and passive customer behavior on switching in customer relationships
Available to Purchase
Managing Service Quality: An International Journal (2011) 21 (5): 448–464.
Published: 06 September 2011
...Inger Roos; Anders Gustafsson Purpose The purpose of this study is to examine the relationship between active/passive customer behavior and loyalty (responses to switching triggers) in customer relationships. Design/methodology/approach A longitudinal study (seven years) is undertaken...
