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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
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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: Oxford Brookes University, Gurgaon, India
ISSN: 0972-4702
Field of Research (FOR): 150504 Marketing Measurement
Peer Reviewed: Yes
HERDC Category Description: C1 Refereed Article in a Scholarly Journal
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