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Complaint and switching intention after service failures: the role of affective commitment and complaint barriers

Brock, Christian and Ahlert, Dieter and Evanschitzky, Heiner (2008) Complaint and switching intention after service failures: the role of affective commitment and complaint barriers. In: AMA SERVSIG International Research Conference, 2008-06-05 - 2008-06-07.

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Abstract

Focuses on complaint barriers and affective commitment following service failures.