The impact of customer relationship characteristics on customer switching behavior: Differences between switchers and stayers

Author： Lopez Juan Pablo Maicas Redondo Yolanda Polo Olivan Fco. Javier Sese

Publisher： Emerald Group Publishing Ltd

ISSN： 0960-4529

Source： Managing Service Quality, Vol.16, Iss.6, 2006-11, pp. : 556-574

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