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~isPartOf:"The journal of services marketing"
~person:"Matos, Celso Augusto de"
~source:"econis"
~subject:"Dienstleistungsqualität"
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Dienstleistungsqualität
Beschwerdemanagement
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Complaint management
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Consumer behaviour
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Customer satisfaction
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Matos, Celso Augusto de
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The journal of services marketing
Journal of consumer marketing
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ECONIS (ZBW)
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Customer reactions to service failure and recovery in the banking industry : the influence of switching costs
Matos, Celso Augusto de
;
Henrique, Jorge Luiz
;
Rosa, …
- In:
The journal of services marketing
27
(
2013
)
7
,
pp. 526-538
Persistent link: https://www.econbiz.de/10010231177
Saved in:
2
Consumer reaction to service failure and recovery : the moderating role of attitude toward complaining
Matos, Celso Augusto de
;
Rossi, Carlos Alberto Vargas
; …
- In:
The journal of services marketing
23
(
2009
)
7
,
pp. 462-475
Persistent link: https://www.econbiz.de/10009525711
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