Relationship between customer loyalty and service failure, service recovery and switching costs in online retailing
Aakash Ashok Kamble, Shubhangi Walvekar
| Year of publication: |
2019
|
|---|---|
| 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
|
| Subject: | customer loyalty | switching costs | service failure severity | e-tailing | service recovery | e-commerce | retailing | Beziehungsmarketing | Relationship marketing | Online-Handel | Online retailing | Dienstleistungsqualität | Service quality | Wechselverhalten | Switching behaviour | Beschwerdemanagement | Complaint management | Electronic Commerce | E-commerce | Einzelhandel | Retail trade | Konsumentenverhalten | Consumer behaviour | Kundenzufriedenheit | Customer satisfaction | Kundenservice | Customer service |