The double-edged sword : the positive and negative effects of swithcing costs on customer exit and revenge
Narjes Haj-Salem; Jean-Charles Chebat
| Year of publication: |
2014
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|---|---|
| Authors: | Haj-Salem, Narjes ; Chebat, Jean-Charles |
| Published in: |
Journal of business research : JBR. - New York, NY : Elsevier, ISSN 0148-2963, ZDB-ID 189773-1. - Vol. 67.2014, 6, p. 1106-1113
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| Subject: | Switching costs | Inward and outward negative emotions | Loyalty | Revenge | Service failure and recovery | Appraisal Theory of Emotions | Emotion | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Konsumentenverhalten | Consumer behaviour | Beziehungsmarketing | Relationship marketing | Wechselverhalten | Switching behaviour | Kundenzufriedenheit | Customer satisfaction |
| Extent: | graph. Darst. |
|---|---|
| Type of publication: | Article |
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://ebvufind01.dmz1.zbw.eu/10010364518