Customer reactions to service failure and recovery in the banking industry: The influence of switching costs

Journal of Services Marketing

Volumn 27, Issue 7, 2013, Pages 526-538

  de Matos, Celso Augusto ^a   Henrique, Jorge Luiz ^b   de Rosa, Fernando ^c  

^a UNIVERSIDADE DO VALE DO RIO DOS SINOS   (Brazil)

^b Banco Do Brasil   (Brazil)

^c IBMEC College   (Brazil)

Author keywords

Bank services; Loyalty; Satisfaction; Service failure; Switching costs

Indexed keywords

EID: 84887344473     PISSN: 08876045     EISSN: None     Source Type: Journal    
DOI: 10.1108/JSM-01-2012-0019     Document Type: Article

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