Leppaniemi, M., Harness, D., Jayawardhena, C., Karjaluoto, H., & Leppäniemi, M. (2017). Unlocking behaviors of long term service consumers : the role of action inertia. Journal of service theory and practice, 27(1), 270-291. https://doi.org/10.1108/JSTP-06-2015-0127