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

Christian Brock, Dieter Ahlert, Heiner Evanschitzky

Research output: Contribution to conferencePaper

Abstract

Focuses on complaint barriers and affective commitment following service failures.

Conference

ConferenceAMA SERVSIG International Research Conference
CityUniversity of Liverpool Management School
Period5/06/087/06/08

Fingerprint

Complaints
Service failure
Affective commitment

Keywords

  • affective commitment
  • complaint barriers
  • service failures

Cite this

Brock, C., Ahlert, D., & Evanschitzky, H. (2008). Complaint and switching intention after service failures: the role of affective commitment and complaint barriers. Paper presented at AMA SERVSIG International Research Conference, University of Liverpool Management School, .
Brock, Christian ; Ahlert, Dieter ; Evanschitzky, Heiner. / Complaint and switching intention after service failures: the role of affective commitment and complaint barriers. Paper presented at AMA SERVSIG International Research Conference, University of Liverpool Management School, .
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abstract = "Focuses on complaint barriers and affective commitment following service failures.",
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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",
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Brock, C, Ahlert, D & Evanschitzky, H 2008, 'Complaint and switching intention after service failures: the role of affective commitment and complaint barriers' Paper presented at AMA SERVSIG International Research Conference, University of Liverpool Management School, 5/06/08 - 7/06/08, .

Complaint and switching intention after service failures: the role of affective commitment and complaint barriers. / Brock, Christian; Ahlert, Dieter; Evanschitzky, Heiner.

2008. Paper presented at AMA SERVSIG International Research Conference, University of Liverpool Management School, .

Research output: Contribution to conferencePaper

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

ER -

Brock C, Ahlert D, Evanschitzky H. Complaint and switching intention after service failures: the role of affective commitment and complaint barriers. 2008. Paper presented at AMA SERVSIG International Research Conference, University of Liverpool Management School, .