A Temporal Model of Perceived Control to Explain Service Failures
Author:
Affiliation:
1. IPAM, Portugal; Faculdade Meridional, Brazil
2. Universidade Federal do Rio Grande do Sul, Brazil
3. Universiteit Gent, Belgium
Publisher
FapUNIFESP (SciELO)
Subject
Strategy and Management
Link
http://www.scielo.br/pdf/bar/v16n2/1807-7692-bar-16-02-e180079.pdf
Reference62 articles.
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3. Angry customers don’ t come back, they get back: The experience and behavioral implications of anger and dissatisfaction in services;Bougie R.;Journal of the Academy of Marketing Science,2003
4. Negative reactions to increases in perceived personal control;Burger J. M.;Journal of Personality and Social Psychology,1989
5. Is customer participation in value creation a double-edged sword? Evidence from professional financial;Chan K. W.;Journal of Marketing,2010
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