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Keywords: Failed service quality
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Journal Articles
Customer defection in retail banking: Attitudinal and behavioural consequences of failed service quality
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Journal of Service Theory and Practice (2015) 25 (3): 304–326.
Published: 11 May 2015
...Lamprini P. Piha; George J. Avlonitis Purpose – The purpose of this paper is to provide managers and researchers a comprehensive view of the root causes of customer departure and empirically test the attitudinal and behavioural consequences of failed service quality in a retail banking context...
