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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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| Main Author: | |
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| Format: | Artigo |
| Language: | Inglês |
| Published: |
Growing Science
2020-09-01
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| Series: | Management Science Letters |
| Subjects: | |
| Online Access: | http://www.growingscience.com/msl/Vol11/msl_2020_317.pdf |
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