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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Bibliographische Detailangaben
1. Verfasser: Bader Almohaimmeed
Format: Artigo
Sprache:Inglês
Veröffentlicht: Growing Science 2020-09-01
Schriftenreihe:Management Science Letters
Schlagworte:
customer exit
service failure
service recovery failure
price problems
customer dissatisfaction
social word-of-mouth
Online Zugang:http://www.growingscience.com/msl/Vol11/msl_2020_317.pdf
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