Switching barriers and customer retention : why customers dissatisfied with online service recovery remain loyal

Chia-Ying Li

Year of publication:	2015
Authors:	Li, Chia-Ying
Published in:	Journal of service theory and practice : JSTP. - Bingley : Emerald, ISSN 2055-6225, ZDB-ID 2819789-6. - Vol. 25.2015, 4, p. 370-393
Subject:	Inertia \| Repurchase intentions \| Attractiveness of alternatives \| Recovery satisfaction \| Relationship quality \| Switching cost \| Konsumentenverhalten \| Consumer behaviour \| Beziehungsmarketing \| Relationship marketing \| Kundenzufriedenheit \| Customer satisfaction \| Wechselverhalten \| Switching behaviour \| Dienstleistungsqualität \| Service quality \| Beschwerdemanagement \| Complaint management \| Kundenservice \| Customer service \| Kundenbindung \| Customer retention

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