...Víctor Iglesias; Concepción Varela-Neira; Rodolfo Vázquez-Casielles Purpose – The purpose of this paper is to analyze the effects of attributions on the efficacy of service recovery strategies in preventing customer defection following a service failure. Design/methodology/approach...

... through the empirical data, offers for the first time empirical evidence regarding the extent to which the general categories of reasons to defect in a service context identified in the literature are indeed causing customer exit. © Emerald Group Publishing Limited 2015 Customer defection...