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https://hdl.handle.net/1959.11/5463| 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 | Handle Link: | https://hdl.handle.net/1959.11/5463 | 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 Details: | ANZMAC 2008: Australian and New Zealand Marketing Academy Conference 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: | Canning Bridge, Australia | Fields of Research (FoR) 2008: | 150501 Consumer-Oriented Product or Service Development | Socio-Economic Objective (SEO) 2008: | 910403 Marketing | Peer Reviewed: | Yes | HERDC Category Description: | E1 Refereed Scholarly Conference Publication | Publisher/associated links: | http://trove.nla.gov.au/work/31912208 http://www.anzmac2008.org/_Proceedings/Index.html |
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| Appears in Collections: | Conference Publication |
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