The role of switching cost in the e-service recovery framework among banking customers
Ajay Jose, Sonia Mathew, Rejikumar G., Dony Peter Chacko and Ajith K. Thomas
| Year of publication: |
2022
|
|---|---|
| Authors: | Jose, Ajay ; Mathew, Sonia ; Rejikumar G. ; Chacko, Dony Peter ; Thomas, Ajith K. |
| Published in: |
International journal of quality and service sciences. - Bingley [u.a.] : Emerald, ISSN 1756-6703, ZDB-ID 2490487-9. - Vol. 14.2022, 1, p. 86-109
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| Subject: | Bank services | Banking industry | E-service | E-service failure | E-service recovery quality | E-service recovery satisfaction | ESQ | Service recovery | Switching | Switching cost | Dienstleistungsqualität | Service quality | Electronic Commerce | E-commerce | Kundenzufriedenheit | Customer satisfaction | Bank | Wechselverhalten | Switching behaviour | Beziehungsmarketing | Relationship marketing | Beschwerdemanagement | Complaint management | Mobilkommunikation | Mobile communications | Electronic Banking | Electronic banking | Kundenservice | Customer service |
Online Resource
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1108/IJQSS-11-2020-0172 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012884465