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Understanding special requests as drivers of customer citizenship behaviours: the role of gratitude and satisfaction

Understanding special requests as drivers of customer citizenship behaviours: the role of gratitude and satisfaction

Business Administration and Business Economics Marketing Accounting Personnel Economics

Fernandes, T. and B. Cruzeiro (2023); “Understanding special requests as drivers of customer citizenship behaviours: the role of gratitude and satisfaction“, Journal of Marketing Theory and Practice, 31(3), 368-382.

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