Influence of Switching Barriers on Service Recovery Evaluation

Title
Influence of Switching Barriers on Service Recovery Evaluation
Publication Date
2005
Author(s)
Valenzuela, F
Pearson, DH
Epworth, RJ
Type of document
Journal Article
Language
en
Entity Type
Publication
Publisher
Institute for International Management & Technology (IIMT)
Place of publication
Gurgaon, India
UNE publication id
une:444
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.
Link
Citation
Journal of Services Research, 5(3), p. 334-341
ISSN
0972-4702
Start page
334
End page
341

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