From disconfirmation to switching : an empirical investigation of switching intentions after service failure and recovery

Wen-Hai Chih, Kai-Yu Wang, Li-Chun Hsu and I-Shin Cheng

Year of publication:	2012
Authors:	Chih, Wen-hai ; Wang, Kai-yu ; Hsu, Li-chun ; Cheng, I-shin
Published in:	The service industries journal. - Abingdon : Routledge, ISSN 0264-2069, ZDB-ID 722623-8. - Vol. 32.2012, 8, p. 1305-1321
Subject:	Dienstleistungssektor \| Service industry \| Beschwerdemanagement \| Complaint management \| Wechselverhalten \| Switching behaviour \| Kundenzufriedenheit \| Customer satisfaction \| Strukturgleichungsmodell \| Structural equation model \| USA \| United States

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