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Impact of customer exit drivers on social word-of-mouth: Results extracted from restaurants’ followers
The present study aimed at identifying the reasons for the customer's exit and determining their effects on social word-of-mouth through the means of social media applications. Four customer exit drivers were selected after a review of the literature: service failure, service recovery failure,...
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| Formato: | Artigo |
| Idioma: | Inglês |
| Publicado em: |
Growing Science
2020-09-01
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| coleção: | Management Science Letters |
| Assuntos: | |
| Acesso em linha: | http://www.growingscience.com/msl/Vol11/msl_2020_317.pdf |
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