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Please use this identifier to cite or link to this item: https://hdl.handle.net/1959.11/4777
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dc.contributor.authorValenzuela, Fredyen
dc.contributor.authorRindfleish, Jennifer Mayen
local.source.editorEditor(s): Yunus Ali and Maria van Desselen
dc.date.accessioned2010-02-24T16:04:00Z-
dc.date.issued2006-
dc.identifier.citationProceedings of the Australian and New Zealand Marketing Academy Conference (ANZAM) 2006: Advancing theory, maintaining relevanceen
dc.identifier.isbn1741071593en
dc.identifier.urihttps://hdl.handle.net/1959.11/4777-
dc.description.abstractThe goal of this paper is to determine the relationship between two switching barrier dimensions –attachment and resignation- with service recovery evaluation. To operationalize service recovery four different constructs were used, overall service recovery evaluation, procedural justice, interactional justice and distributive justice. A sample of 360 Chilean retail banking customers were interviewed using a structured questionnaire. Results showed the existence of three underlined factors related to attachment and one to resignation. In terms of the relationship between switching barriers and service recovery, attachment showed to be highly related with service recovery, whilst resignation showed very low relationship. The implications of this for the management of service provision within the banking industry is discussed.en
dc.languageenen
dc.publisherQueensland University of Technology, School of Advertising, Marketing and Public Relationsen
dc.relation.ispartofProceedings of the Australian and New Zealand Marketing Academy Conference (ANZAM) 2006: Advancing theory, maintaining relevanceen
dc.titleRelationship of Attachments and Resignation with Service Recovery Evaluationen
dc.typeConference Publicationen
dc.relation.conferenceANZAM 2006: 20th Annual Conference of the Australian and New Zealand Academy of Managementen
dc.subject.keywordsConsumer-Oriented Product or Service Developmenten
local.contributor.firstnameFredyen
local.contributor.firstnameJennifer Mayen
local.subject.for2008150501 Consumer-Oriented Product or Service Developmenten
local.subject.seo2008910403 Marketingen
local.profile.schoolUNE Business Schoolen
local.profile.schoolUNE Business Schoolen
local.profile.emailfvalenz2@une.edu.auen
local.profile.emailjrindfle@une.edu.auen
local.output.categoryE1en
local.record.placeauen
local.record.institutionUniversity of New Englanden
local.identifier.epublicationsrecordpes:4402en
local.date.conference4th December - 6th December, 2006en
local.conference.placeBrisbane, Australiaen
local.publisher.placeBrisbane, Australiaen
local.peerreviewedYesen
local.contributor.lastnameValenzuelaen
local.contributor.lastnameRindfleishen
dc.identifier.staffune-id:fvalenz2en
dc.identifier.staffune-id:jrindfleen
local.profile.roleauthoren
local.profile.roleauthoren
local.identifier.unepublicationidune:4893en
dc.identifier.academiclevelAcademicen
dc.identifier.academiclevelAcademicen
local.title.maintitleRelationship of Attachments and Resignation with Service Recovery Evaluationen
local.output.categorydescriptionE1 Refereed Scholarly Conference Publicationen
local.relation.urlhttp://conferences.anzmac.org/ANZMAC2006/documents/Valenzuela_Fredy%202.pdfen
local.relation.urlhttp://trove.nla.gov.au/work/33687398en
local.conference.detailsANZAM 2006: 20th Annual Conference of the Australian and New Zealand Academy of Management: Advancing theory, maintaining relevance , Brisbane, Australia, 4th December - 6th December 2006en
local.search.authorValenzuela, Fredyen
local.search.authorRindfleish, Jennifer Mayen
local.uneassociationUnknownen
local.year.published2006en
local.date.start2006-12-04-
local.date.end2006-12-06-
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