Concepedia

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

Yi‐Shun Wang, Shun‐Cheng Wu, Hsin‐Hui Lin

International Journal of Information Management · 2010 · 286 citations · 86 references

Concepts

BusinessMarketingMarketing ManagementCustomer Relationship ManagementRelationship MarketingServices MarketingCustomer Experience ManagementCustomer LoyaltyCustomer SatisfactionService FailureService RecoverySwitching CostsLoyalty After Service FailurePerceived JusticePerceived Switching CostsService JusticeService Recovery BehaviorService Recovery JusticeService Recovery Satisfaction

References

86

Evaluating Structural Equation Models with Unobservable Variables and Measurement Error

Claes Fornell, David F. Larcker · Journal of Marketing Research · 1981 · 60.8K citations

Social Sciences, Educational Measurement, Econometrics +15

Multiple regression: testing and interpreting interactions

Choice Reviews Online · 1992 · 37.2K citations

Public Health, Biostatistics, Causal Inference +9

The Commitment-Trust Theory of Relationship Marketing

Robert M. Morgan, Shelby D. Hunt · Journal of Marketing · 1994 · 17.4K citations

Business, Marketing, Marketing Management +10

Competitive Strategy: Techniques for Analyzing Industries and Competitors

Michael E. Porter · 1980 · 16.8K citations

Management, Strategic Management, Strategy +14

Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence

Valarie A. Zeithaml · Journal of Marketing · 1988 · 12.7K citations · Full text

Business, Marketing, Marketing Management +17