Bergel, Maxi; Brock, Christian - In: Journal of Service Theory and Practice 28 (2018) 4, pp. 458-483
Purpose: The purpose of this paper is to examine the impact of three different dimensions of switching costs on customer dissatisfaction response styles as well as on the evaluation of service recovery. Design/methodology/approach: Study 1 is a scenario-based experiment and Study 2 uses a...