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.
| Original language | English |
|---|---|
| Title of host publication | Proceedings of the Australian and New Zealand Marketing Academy Conference (ANZMAC) 2008 - Marketing: Shifting the Focus from Mainstream to Offbeat |
| Editors | Daniela Spanjaard, Sara Denize, Neeru Sharma |
| Place of Publication | Canning Bridge, Australia |
| Publisher | Promaco Conventions Pty Ltd for the ANZAM 2008 Conference |
| ISBN (Print) | 1863081445, 1863081437 |
| Publication status | Published - 2008 |
| Event | ANZMAC 2008: Australian and New Zealand Marketing Academy Conference 2008 - Sydney, Australia Duration: 1 Dec 2008 → 3 Dec 2008 |
Conference
| Conference | ANZMAC 2008: Australian and New Zealand Marketing Academy Conference 2008 |
|---|---|
| City | Sydney, Australia |
| Period | 1/12/08 → 3/12/08 |
Keywords
- Consumer-Oriented Product or Service Development
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