Work

The relationship of service failure severity, service recovery justice and perceived switching costs with customer loyalty in the context of e-tailing

Year: 2010

Type: article

Study design: Observational Study

Source: International Journal of Information Management

DOI: 10.1016/j.ijinfomgt.2010.09.001

Authors: Yi-Shun Wang, Shun-Cheng Wu, Hsin-Hui Lin, Yu-Yin Wang

Institutions: National Sun Yat-sen University, National Changhua University of Education, Vanung University, National Taichung University of Science and Technology

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: W2018761923

FWCI: 17.6

Cites: 92

Cited by: 287

Related to: 10