The relationship of service failure severity, service recovery justice and perceived switching costs with customer loyalty in the context of e-tailing

By Yi-Shun Wang, Shun-Cheng Wu, Hsin-Hui Lin, Yu-Yin Wang. International Journal of Information Management, 2011

297 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/a71e3d57840e7ee83ab810760a2da2696e04abc5