What is it about?
Social lock-in describes the perception of a customer that leaving a service encounter early violates social norms, which causes them to stay even when they are unsatisfied. This article helps to explain which factors cause this phenomenon.
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This page is a summary of: “Can I go or should I stay?” A theoretical framework of social lock-in during unsatisfactory service encounters, Journal of Service Theory and Practice, April 2021, Emerald,
DOI: 10.1108/jstp-06-2020-0122.
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