Customer reactions to service failure and recovery in the banking industry : the influence of switching costs
Celso Augusto de Matos; Jorge Luiz Henrique; Fernando de Rosa
| Year of publication: |
2013
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|---|---|
| Authors: | De Matos, Celso Augusto ; 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 | Wechselverhalten | Switching behaviour | Dienstleistungsqualität | Service quality | Konsumentenverhalten | Consumer behaviour | Kundenzufriedenheit | Customer satisfaction | Bank | Beschwerdemanagement | Complaint management | Beziehungsmarketing | Relationship marketing |
| Extent: | graph. Darst. |
|---|---|
| Type of publication: | Article |
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10010231177