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

Christian Brock; Dieter Ahlert; Heiner Evanschitzky

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

Christian Brock, Dieter Ahlert, Heiner Evanschitzky

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Research output: Contribution to conference › Paper › peer-review

Abstract

Focuses on complaint barriers and affective commitment following service failures.

Original language	English
Publication status	Published - 2008
Event	AMA SERVSIG International Research Conference - University of Liverpool Management School Duration: 5 Jun 2008 → 7 Jun 2008

Conference

Conference	AMA SERVSIG International Research Conference
City	University of Liverpool Management School
Period	5/06/08 → 7/06/08

Keywords

affective commitment
complaint barriers
service failures

Cite this

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title = "Complaint and switching intention after service failures: the role of affective commitment and complaint barriers",

abstract = "Focuses on complaint barriers and affective commitment following service failures.",

keywords = "affective commitment, complaint barriers, service failures",

author = "Christian Brock and Dieter Ahlert and Heiner Evanschitzky",

note = "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); AMA SERVSIG International Research Conference ; Conference date: 05-06-2008 Through 07-06-2008",

year = "2008",

language = "English",

}

TY - CONF

T1 - Complaint and switching intention after service failures: the role of affective commitment and complaint barriers

AU - Brock, Christian

AU - Ahlert, Dieter

AU - Evanschitzky, Heiner

N1 - 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)

PY - 2008

Y1 - 2008

N2 - Focuses on complaint barriers and affective commitment following service failures.

AB - Focuses on complaint barriers and affective commitment following service failures.

KW - affective commitment

KW - complaint barriers

KW - service failures

UR - http://www.liv.ac.uk/managementschool/servsig/

UR - http://strathprints.strath.ac.uk/9344/

M3 - Paper

T2 - AMA SERVSIG International Research Conference

Y2 - 5 June 2008 through 7 June 2008

ER -

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

Abstract

Conference

Keywords

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Cite this