When Do Customers Offer Firms a 'Second Chance' Following a Double Deviation? The Impact of Inferred Firm Motives on Customer Revenge and Reconciliation

Journal article

Jeff Joireman, Yany Gregoire, Berna Devezer and Tom Tripp

Journal of Retailing, Vol.89(3), pp.315-337

2013

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Title: When Do Customers Offer Firms a 'Second Chance' Following a Double Deviation? The Impact of Inferred Firm Motives on Customer Revenge and Reconciliation
Creators: Jeff Joireman - Washington State University
Yany Gregoire - HEC Montréal
Berna Devezer - University of Idaho
Tom Tripp
Publication Details: Journal of Retailing, Vol.89(3), pp.315-337
Identifiers: 996631874301851
Academic Unit: Business; Institute for Modeling Collaboration and Innovation
Language: English
Resource Type: Journal article