Relationship between customer loyalty and service failure, service recovery and switching costs in online retailing
Year of publication: |
2019
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Authors: | Kamble, Aakash Ashok ; Walvekar, Shubhangi |
Published in: |
International journal of business information systems : IJBIS. - Olney, Bucks. : Inderscience Enterprises, ISSN 1746-0972, ZDB-ID 2193362-5. - Vol. 32.2019, 1, p. 56-72
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Subject: | customer loyalty | switching costs | service failure severity | e-tailing | service recovery | e-commerce | retailing | Dienstleistungsqualität | Service quality | Beziehungsmarketing | Relationship marketing | Kundenservice | Customer service | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Wechselverhalten | Switching behaviour | Einzelhandel | Retail trade | Electronic Commerce | E-commerce | Online-Handel | Online retailing | Konsumentenverhalten | Consumer behaviour | Mobilkommunikation | Mobile communications |
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