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Title: Do Switching Barriers Influence Service Recovery Evaluation: The Case of the Chilean Retail Banking Industry
Contributor(s): Valenzuela, Fredy  (author); Rindfleish, Jennifer May  (author)
Publication Date: 2008
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Abstract: The main goal of this research was to determine the influence of switching barriers on service recovery evaluation in the Chilean retail banking industry. To achieve this objective, the research aimed at developing and testing two scales that measure service recovery and switching barriers. The research uncovered the existence of a six factor structure to measure service recovery and a five factor structure to measure switching barriers.
Publication Type: Conference Publication
Conference Name: Australian and New Zealand Marketing Academy Conference (ANZMAC) 2008, Sydney, Australia, 1 - 3 December, 2008
Conference Details: Australian and New Zealand Marketing Academy Conference (ANZMAC) 2008, Sydney, Australia, 1 - 3 December, 2008
Source of Publication: Proceedings of the Australian and New Zealand Marketing Academy Conference (ANZMAC) 2008 - Marketing: Shifting the Focus from Mainstream to Offbeat
Publisher: Promaco Conventions Pty Ltd for the ANZAM 2008 Conference
Place of Publication: Sydney, Australia
Field of Research (FOR): 150501 Consumer-Oriented Product or Service Development
Socio-Economic Outcome Codes: 910403 Marketing
Peer Reviewed: Yes
HERDC Category Description: E1 Refereed Scholarly Conference Publication
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