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Keywords: Switching intentions
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Journal Articles
Service failure and negative Word-of-Mouth in Chinese retail banking: a moderated-mediation approach
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International Journal of Bank Marketing (2025) 43 (1): 82–105.
Published: 30 August 2024
... between negative WOM and bank service failures, with a focus on the mediating role of customer switching intentions and the moderating role of switching costs in this relationship. Design/methodology/approach Using an online semi-structured questionnaire survey, a dataset comprising 411 responses...
