Impact of Service Recovery on Customer Loyalty: A Study of E-Banking in Spain
The purposes of this study are twofold: (i) to propose and apply a scale to measure service recovery in the electronic banking (e-banking) sector; and (ii) to examine the relationship between service recovery and customer loyalty in the setting of e-banking services. An online questionnaire is used...
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| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Editura ASE
2011-03-01
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| Series: | Revista de Management Comparat International |
| Subjects: | |
| Online Access: | https://www.rmci.ase.ro/no12vol1/04.pdf |
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