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

JOURNAL OF SERVICES MARKETING

Journal Article

Celso de Matos

Jorge Henrique

Fernando de Rosa

Publication

Year of Publication:
2013
Volume:
27
Issue:
7
Pagination:
526-538

Identifiers

Other Numbers:
WOS:000329417400002

Locators

URL
Array
DOI:
10.1108/JSM-01-2012-0019

Sustainable Development Goals

Contacts

CEGIST - Centro de Estudos de Gestão
do Instituto Superior Técnico

Av. Rovisco Pais, 1049 - 001 Lisboa
Tel: +351 21 841 77 29 (ext. 1729)
Fax: +351 21 841 79 79
E-mail: cegist@tecnico.ulisboa.pt

Sponsored by
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Financed by Portuguese funds through the 
FCT - Foundation for Science and Technology, I.P., 
under the project UID/97/2025 (CEGIST).

Host Institution
IST Lisboa