Pizzutti dos Santos, Cristiane; Basso, Kenny - In: International Journal of Bank Marketing 30 (2012) 3, pp. 168-192
Purpose – T his study aims to fill an important gap in the literature by exploring the moderating role of client‐company relationship type on the impact of service recovery judgments on clients' trust and loyalty intentions. Design/methodology/approach – A sample of 216 Brazilian banks...