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Publication DateTitleAuthor(s)Date Added
12008Do Switching Barriers Influence Service Recovery Evaluation: The Case of the Chilean Retail Banking IndustryValenzuela, Fredy ; Rindfleish, Jennifer May 6-Apr-2010
22008Managing Complaints in South American Retail BankingValenzuela, Fredy ; Rojas-Mendez, Jose29-Aug-2012
32008Is the Chilean Banking Industry Managing Effectively the Complaints of Its Customers?Valenzuela, Fredy 29-Aug-2012