Switching barriers' influences on service recovery evaluation in the retail banking industry : construct development and testing
Year of publication: |
2014
|
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Authors: | Valenzuela, Fredy |
Published in: |
Australasian marketing journal. - Oxford [u.a.] : Elsevier, ISSN 1320-1646, ZDB-ID 2194257-2. - Vol. 22.2014, 4, p. 296-306
|
Subject: | Service recovery | Switching barriers | Banking industry | Dienstleistungsqualität | Service quality | Privatkundengeschäft | Personal banking | Bank | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing |
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