Customer reactions to service failure and recovery in the banking industry: the influence of switching costs

Celso Augusto de Matos, Jorge Luiz Henrique, Fernando de Rosa
  • Journal of Services Marketing, October 2013, Emerald
  • DOI: 10.1108/jsm-01-2012-0019

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http://dx.doi.org/10.1108/jsm-01-2012-0019

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