How Customer Avoidance Leads to Customers Returning: A Longitudinal Study Concerning Online Travel Agencies
Customers’ intentions to avoid a product or service tend to be dynamic. Thus, this study aims to explore the influence of trajectory changes in customers’ avoidance after service recovery on relationship strength, negative word-of-mouth (WOM) intentions, and revisit intentions. Using a longitudinal...
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| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
MDPI AG
2025-02-01
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| Series: | Journal of Theoretical and Applied Electronic Commerce Research |
| Subjects: | |
| Online Access: | https://www.mdpi.com/0718-1876/20/1/35 |
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