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- W2346675884 abstract "Understanding the reasons consumers break up their relationships with business organizations has been the motivation for several researchers (Bitner, Booms & Tetreault, 1990, Coulter & Ligas, 2000). Tahtinen and Havila (2004) affirm that not much attention this topic has been given until the 90s in terms of understanding how, why and when this relationship was ended. However, the main focus is still related to the understanding of the reasons, and their predictors. Thus, the process and its consequences of the ruptures are still not much discussed in the academia, despite its relevance to the marketing management impacts and managerial performances. Gedeon, Fearne and Poole (2009) suggest that this understanding is still a challenge for empirical researches." @default.
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- W2346675884 date "2014-10-13" @default.
- W2346675884 modified "2023-09-25" @default.
- W2346675884 title "Understanding Reactions of Brazilian Consumers in Service Failures" @default.
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- W2346675884 doi "https://doi.org/10.1007/978-3-319-10951-0_158" @default.
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