The benefit of becoming friends: complaining after service failures leads customers with strong ties to increase loyalty

• Autores: Nita Umashankar, Morgan K. Ward, Darren W. Dahl
• Localización: Journal of marketing: A quarterly publication of the american marketing association, ISSN 0022-2429, Vol. 81, Nº 6, 2017, págs. 79-98
• Idioma: inglés
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