Mitigating customers’ negative responses to physical presence reduction
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DOI: 10.1016/j.jretconser.2017.03.009
Abstract: Abstract Building 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… read more here.
Keywords: customers negative; presence; customers perceived; physical presence ... See more keywords