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Customer relationship management (CRM) and variety-seeking behaviour (VSB) are paradoxical constructs due to their contradictory intentions. CRM is implemented by organizations to retain customers and generate loyalty while VSB by customers can result in switching. This study addresses the question ...

Udunuwara, M.; Sanders, D.; Wilkins, H.
Sage Publications, Thousand Oaks, USA
Journal of Vacation Marketing, 2019, 25, 4, pp 444-461