Customer reactions to service failure and recovery in the banking industry: the influence of switching costs

By Celso Augusto de Matos, J. Henrique, F. Rosa. 2013

116 citations recorded by the source corpus.

Subfields: Information Systems and Management, Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/8089f56688c236776108eb989bd6ca584be7cb13

Citations in the corpus

• Talk Up or Criticize? Customer Responses to WOM About Competitors During Social Interactions (2014, unknown): “Matos et al. (2013) find a significant, positive effect of satisfaction on PWOM (β = .25), and Voorhees et al. (2006) find a significant, negative effect on NWOM (β = –.40).”