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Erschienen in:
2017 | OriginalPaper | Buchkapitel
If you begin a service you must go the whole hog: a theoretical approach to social lock-in situations in service settings
verfasst von : Maarten Volkers, Sabine Fließ
Erschienen in: Beiträge zur Dienstleistungsforschung 2016
Verlag: Springer Fachmedien Wiesbaden
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Consider spontaneously joining a yoga class with a friend, only to find out you dislike yoga. Would you leave during the class? Now picture yourself entering a restaurant and being greeted by a friendly waiter, who offers you a table. If it turns out that the atmosphere is not quite to your taste, would you leave the restaurant? In the context of an exploratory study that is reported elsewhere (under review), we spoke to customers who told us they would feel uncomfortable leaving during such service transactions.