Do ongoing relationships buffer the effects of service recovery on customers̕ trust and loyalty?

Cristiane Pizzutti dos Santos and Kenny Basso

Year of publication:	2012
Authors:	Santos, Cristiane Pizzutti dos ; Basso, Kenny
Published in:	The international journal of bank marketing : IJBM. - Bingley : Emerald Publishing Limited, ISSN 0265-2323, ZDB-ID 395277-0. - Vol. 30.2012, 3, p. 168-192
Subject:	Kundenzufriedenheit \| Customer satisfaction \| Beschwerdemanagement \| Complaint management \| Beziehungsmarketing \| Relationship marketing \| Bank \| Brasilien \| Brazil

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