Customer reactions to service failure and recovery in the banking industry : the influence of switching costs
Year of publication: |
2013
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Authors: | Matos, Celso Augusto de ; Henrique, Jorge Luiz ; Rosa, Fernando de |
Published in: |
The journal of services marketing. - Bingley : Emerald Group Publishing Limited, ISSN 0887-6045, ZDB-ID 1027140-5. - Vol. 27.2013, 7, p. 526-538
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Subject: | Satisfaction | Loyalty | Bank services | Service failure | Switching costs | Dienstleistungsqualität | Service quality | Wechselverhalten | Switching behaviour | Beziehungsmarketing | Relationship marketing | Bank | Beschwerdemanagement | Complaint management | Konsumentenverhalten | Consumer behaviour | Kundenzufriedenheit | Customer satisfaction |
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