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.
Original languageEnglish
Publication statusPublished - 2008
EventAMA SERVSIG International Research Conference - University of Liverpool Management School
Duration: 5 Jun 20087 Jun 2008

Conference

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

Keywords

  • affective commitment
  • complaint barriers
  • service failures

Cite this