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If you begin a service you must go the whole hog: a theoretical approach to social lock-in situations in service settings

  • Maarten VolkersEmail author
  • Sabine Fließ
Chapter
Part of the Fokus Dienstleistungsmarketing book series (FDM)

Zusammenfassung

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.

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© Springer Fachmedien Wiesbaden GmbH 2017

Authors and Affiliations

  1. 1.FernUniversität in HagenHagenDeutschland

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