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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

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