search query: @author Lipinski, J. / total: 1
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| Author: | Walsh, M.F. Lipinski, J. |
| Title: | Unhappy campers: Exploring consumer resistance to change |
| Journal: | Journal of Travel & Tourism Marketing
2008 : VOL. 25:1, p. 13-24 |
| Index terms: | consumer behaviour change leisure |
| Freeterms: | experiental services |
| Language: | eng |
| Abstract: | This article examines consumers' reaction to change consciously initiated by firm managers. In spite of the best of intentions, consumers do not welcome some change. An explanation is provided as to why consumers resist change with suggestions of ways for organizations to proactively work with their clientele once change is needed without damaging their brand. This topic is explored based on in-depth interviews of customers of an experiential service: a family camp resort. |
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