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• W2061955049 abstract "This article examines the impact of relationship type (true service relationship, pseudorelationship, and service encounter) on customers’ behavioral intentions in a context of service failures. Overall, the results from the two scenario-based experiments indicate that building a true service relationship with the customer might be a critical factor in ensuring customer loyalty with a failed recovery attempt. Moreover, the findings suggest that bonding the customer to the company might reduce customer resistance to premium prices." @default.
• W2061955049 created "2016-06-24" @default.
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• W2061955049 date "2001-11-01" @default.
• W2061955049 modified "2023-10-04" @default.
• W2061955049 title "The Impact of Relationship Type on Customer Loyalty in a Context of Service Failures" @default.
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• W2061955049 doi "https://doi.org/10.1177/109467050142002" @default.
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