Primary File Info
Whose Back Do I Scratch?
Eric Nelson, Denise Oas
January 1, 2015
Ethics & Social Justice, Marketing & Sales
agency theory, moral hazard, internal marketing, service failure, frustration
Journal of Critical Incidents
Danielle O’Reilly was frustrated. She paid for a massage several weeks ago and was really looking forward to it. However, she had just been told that she was not going to get her massage and there was nothing she could do about it. Danielle refused to believe she paid thirty-five dollars for nothing, but what could she do?