Work

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

Year: 2013

Type: article

Study design: Observational Study

Source: Journal of Services Marketing

DOI: 10.1108/jsm-01-2012-0019

Authors: Celso Augusto de Matos, Jorge Luiz Henrique, Fernando de Rosa

Institutions: Universidade do Vale do Rio dos Sinos, Bank of Brazil, Instituto Brasileiro de Mercado de Capitais

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: closed

OpenAlex ID: W1967680171

FWCI: 17.85

Cites: 62

Cited by: 116

Related to: 10