Chapter 10: Extending Value: People, Process, and Presence in the Customer Experience

Platform Exploitation: When Service Agents Defect with Customers from Online Service Platforms

Zhou, Q. (Kris), Allen, B. J., Gretz, R. T., & Houston, M. B. (2022). Platform exploitation: When service agents defect with customers from online service platforms. Journal of Marketing, 86(2), 105–125. https://doi.org/10.1177/00222429211001311