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dc.contributor.authorTojib, Dewi
dc.contributor.authorKhajehzadeh, Saman
dc.date.accessioned2017-07-06T06:09:30Z
dc.date.available2017-07-06T06:09:30Z
dc.date.issued2017
dc.identifier.issn0969-6989
dc.identifier.doi10.1016/j.jretconser.2017.03.009
dc.identifier.urihttp://hdl.handle.net/10072/341558
dc.description.abstractBuilding on the social exchange theory and presumption of a firm's multi-channel strategy as a customer relationship management initiative, three experimental studies show that: (1) reducing physical presence negatively affects customers’ perceived relationship investment and trust and increases their switching intention; (2) to mitigate these negative effects, firms should engage in strategic decisions that benefit customers and are perceived as highly strategic. This research offers new insights suggesting that customers’ appraisals of firms’ strategic decisions influence their switching intention through the sequential operations of perceived relationship investment and trust. These findings are consistent for both services and retail contexts, highlighting the importance of firms engaging in strategies that are deemed to be unfavorable in the eyes of their customers to be perceived as highly committed to maintaining relationships with their customers.
dc.description.peerreviewedYes
dc.languageEnglish
dc.language.isoeng
dc.publisherElsevier
dc.relation.ispartofpagefrom109
dc.relation.ispartofpageto118
dc.relation.ispartofjournalJournal of Retailing and Consumer Services
dc.relation.ispartofvolume37
dc.subject.fieldofresearchMarketing not elsewhere classified
dc.subject.fieldofresearchBusiness and Management
dc.subject.fieldofresearchMarketing
dc.subject.fieldofresearchTourism
dc.subject.fieldofresearchcode150599
dc.subject.fieldofresearchcode1503
dc.subject.fieldofresearchcode1505
dc.subject.fieldofresearchcode1506
dc.titleMitigating customers’ negative responses to physical presence reduction
dc.typeJournal article
dc.type.descriptionC1 - Articles
dc.type.codeC - Journal Articles
gro.hasfulltextNo Full Text
gro.griffith.authorKhajehzadeh, Saman


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