Browsing Ciències Econòmiques i Socials by Subject "Quality assurance"
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Impact of service recovery on customer loyalty: a study of e-banking in Spain
(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 ...