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Effects of online commercial friendships on customer revenge following a service failure
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References

  • 2003Common method biases in behavioral research: A critical review of the literature and recommended remedies.84,999 cited
  • 1973The Strength of Weak Ties40,499 cited
  • 1985Stress, appraisal, and coping31,975 cited
  • 1986Self-Reports in Organizational Research: Problems and Prospects17,151 cited
  • 1965Inequity In Social Exchange10,965 cited
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  • 2015From Multi-Channel Retailing to Omni-Channel Retailing2,914 cited
  • 2014Creative Strategies in Social Media Marketing: An Exploratory Study of Branded Social Content and Consumer Engagement1,674 cited
  • 1999Commercial Friendships: Service Provider-Client Relationships in Context1,200 cited
  • 2003The Impact of Customer Relationship Characteristics on Profitable Lifetime Duration1,170 cited
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  • 2009When Customer Love Turns into Lasting Hate: The Effects of Relationship Strength and Time on Customer Revenge and Avoidance986 cited
  • 2003Angry Customers don't Come Back, They Get Back: The Experience and Behavioral Implications of Anger and Dissatisfaction in Services

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899 cited
  • 2007Customer betrayal and retaliation: when your best customers become your worst enemies828 cited
  • 2002Dealing with betrayal in close relationships: Does commitment promote forgiveness?810 cited
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    • 2024The effects of eWom triggered service recovery on customer citizenship behavior in the hospitality industry: The moderating role of failure severity15 cited