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Keywords: Customer dissatisfaction
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Journal Articles
Customer defection in retail banking: Attitudinal and behavioural consequences of failed service quality
Available to Purchase
Journal of Service Theory and Practice (2015) 25 (3): 304–326.
Published: 11 May 2015
... implications – Key areas causing customer dissatisfaction and eventually defection are shown to bank managers, providing direction for implementing strategies and mechanisms in order to effectively reduce the defection rate. Originality/value – The theoretical model, which was in large confirmed...
