Now showing items 1-1 of 1

    • Impact of service recovery on customer loyalty: a study of e-banking in Spain 

      Marimon, Frederic; Petnji Yaya, Luc Honore; Casadesus, Marti (Review of International Comparative Management, 2011-03)
      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 ...