Critical Incidents and the Impact of Satisfaction on Customer Share
- Jenny van Doorn 1 | Peter C. Verhoef 2
- Journal of Marketing 2008
faction evaluations (Kahnemann and Tversky 1979; Mittal,. Ross, and Baldasare 1998). The so-called negativity effect also offers theoretical grounds for negative asymmetry because it argues that negative information stands out and is ...
