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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, University of Liverpool Management School.

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Abstract

Focuses on complaint barriers and affective commitment following service failures.

Item type: Conference or Workshop Item (Paper)
ID code: 15806
Notes: This conference paper has been published in: Proceedings of the AMA SERVSIG International Research Conference (2008), pp49-50, ISBN: 9780956112200 (This is a variant record)
Keywords: affective commitment, complaint barriers, service failures, Social Sciences (General)
Subjects: Social Sciences > Social Sciences (General)
Department: Strathclyde Business School > Marketing
Related URLs:
Depositing user: Mrs Jan Whiteford
Date Deposited: 03 Mar 2010 17:50
Last modified: 07 Dec 2013 12:32
URI: http://strathprints.strath.ac.uk/id/eprint/15806

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