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Unlocking behaviors of long term service consumers : the role of action inertia (2017)
Journal Article
Leppäniemi, M., Jayawardhena, C., Karjaluoto, H., & Harness, D. (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

Purpose – The purpose of this study is to examine the antecedents of word-of-mouth (WOM) in long term service settings. Specifically, we examine the moderating role of action inertia in the relationships between satisfaction and repatronage intention... Read More about Unlocking behaviors of long term service consumers : the role of action inertia.