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Keywords: Silent endurance
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Journal Articles
Buffering the service failure-induced effect of anger on revenge
Available to Purchase
Journal:
Kybernetes
Kybernetes (2020) 49 (7): 1899–1913.
Published: 22 May 2019
... and outside the realm of the service firm’s control. Drawing on past research, the authors hypothesize that customers’ perceptions of the corporate reputation and silent endurance constitute boundary conditions of the relationship between service failure-related customer anger and revenge intentions...
