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I love you, but you let me down! How hate and retaliation damage customer-brand relationship

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References

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2009When Customer Love Turns into Lasting Hate: The Effects of Relationship Strength and Time on Customer Revenge and Avoidance

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980 cited

2003Angry Customers don't Come Back, They Get Back: The Experience and Behavioral Implications of Anger and Dissatisfaction in Services897 cited

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