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https://hdl.handle.net/1959.11/438| Title: | Influence of Switching Barriers on Service Recovery Evaluation | Contributor(s): | Valenzuela, F (author); Pearson, DH (author); Epworth, RJ (author) | Publication Date: | 2005 | Open Access: | Yes | Handle Link: | https://hdl.handle.net/1959.11/438 | Abstract: | Several studies have been done related to service recovery evaluation and switching barriers, but none of them have examined the relationship between these two constructs. The aim of this paper is to analyse the influence of switching barriers on the customers' evaluation of the way companies handle complains. An exploratory survey was conducted based on a random sample of Chilean customers. It was concluded that positive switching barriers are related to service recovery evaluation, while negative switching barriers showed no relationship. | Publication Type: | Journal Article | Source of Publication: | Journal of Services Research, 5(3), p. 334-341 | Publisher: | Institute for International Management & Technology (IIMT) | Place of Publication: | Gurgaon, India | ISSN: | 0972-4702 | Fields of Research (FoR) 2008: | 150504 Marketing Measurement | Peer Reviewed: | Yes | HERDC Category Description: | C1 Refereed Article in a Scholarly Journal | Publisher/associated links: | http://www.jsr-iimt.in/ |
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| Appears in Collections: | Journal Article |
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| File | Description | Size | Format | |
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| open/SOURCE01.pdf | Author final version | 121.04 kB | Adobe PDF Download Adobe | View/Open |
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