Abstract
Several studies have been done related to service recovery evaluation and switching barriers, but none of them have examined the relationship between these two constructs. The aim of this paper is to analyse the influence of switching barriers on the customers' evaluation of the way companies handle complains. An exploratory survey was conducted based on a random sample of Chilean customers. It was concluded that positive switching barriers are related to service recovery evaluation, while negative switching barriers showed no relationship.
| Original language | English |
|---|---|
| Pages (from-to) | 334-341 |
| Journal | Journal of Services Research |
| Volume | 5 |
| Issue number | 3 |
| Publication status | Published - 2005 |
Keywords
- Marketing Measurement
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