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Please use this identifier to cite or link to this item: https://hdl.handle.net/1959.11/438
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DC FieldValueLanguage
dc.contributor.authorValenzuela, Fen
dc.contributor.authorPearson, DHen
dc.contributor.authorEpworth, RJen
dc.date.accessioned2008-06-27T12:28:00Z-
dc.date.issued2005-
dc.identifier.citationJournal of Services Research, 5(3), p. 334-341en
dc.identifier.issn0972-4702en
dc.identifier.urihttps://hdl.handle.net/1959.11/438-
dc.description.abstractSeveral 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.en
dc.languageenen
dc.publisherInstitute for International Management & Technology (IIMT)en
dc.relation.ispartofJournal of Services Researchen
dc.titleInfluence of Switching Barriers on Service Recovery Evaluationen
dc.typeJournal Articleen
dcterms.accessRightsUNE Greenen
dc.subject.keywordsMarketing Measurementen
local.contributor.firstnameFen
local.contributor.firstnameDHen
local.contributor.firstnameRJen
local.subject.for2008150504 Marketing Measurementen
local.subject.seo720401 Marketingen
local.profile.schoolUNE Business Schoolen
local.profile.schoolSchool of Business, Economics and Public Policyen
local.profile.schoolUNE Business Schoolen
local.profile.emailfvalenz2@une.edu.auen
local.profile.emaildpearson@une.edu.auen
local.profile.emailrepworth@une.edu.auen
local.output.categoryC1en
local.record.placeauen
local.record.institutionUniversity of New Englanden
local.identifier.epublicationsrecordpes:2650en
local.publisher.placeGurgaon, Indiaen
local.format.startpage334en
local.format.endpage341en
local.peerreviewedYesen
local.identifier.volume5en
local.identifier.issue3en
local.access.fulltextYesen
local.contributor.lastnameValenzuelaen
local.contributor.lastnamePearsonen
local.contributor.lastnameEpworthen
dc.identifier.staffune-id:fvalenz2en
dc.identifier.staffune-id:dpearsonen
dc.identifier.staffune-id:repworthen
local.profile.roleauthoren
local.profile.roleauthoren
local.profile.roleauthoren
local.identifier.unepublicationidune:444en
dc.identifier.academiclevelAcademicen
dc.identifier.academiclevelAcademicen
dc.identifier.academiclevelAcademicen
local.title.maintitleInfluence of Switching Barriers on Service Recovery Evaluationen
local.output.categorydescriptionC1 Refereed Article in a Scholarly Journalen
local.relation.urlhttp://www.jsr-iimt.in/en
local.search.authorValenzuela, Fen
local.search.authorPearson, DHen
local.search.authorEpworth, RJen
local.open.fileurlhttps://rune.une.edu.au/web/retrieve/73279e9d-3fcd-45ef-917a-7029e218d8a5en
local.uneassociationUnknownen
local.year.published2005en
local.fileurl.openhttps://rune.une.edu.au/web/retrieve/73279e9d-3fcd-45ef-917a-7029e218d8a5en
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