Customers as fellows: analyzing customer citizenship behavior in services marketing
Fellow customers may need opinions about a new gadget, instructions on how to adjust gym equipment or even a lesson on how to self-check-in at the airline kiosk. The possibilities of consumers helping each other vary across services and emphasize its dynamic and interdependent nature. The main purpo...
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| Format: | Others |
| Language: | en |
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Biblioteca Digitais de Teses e Dissertações da USP
2018
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| Online Access: | http://www.teses.usp.br/teses/disponiveis/12/12139/tde-04072018-144431/ |