Consumer Switching Costs: A Typology, Antecedents, and Consequences Thomas A. Burnham; Judy K. Frels; Vijay Mahajan Journal of the Academy of Marketing Science 2003 31(2), 109-126
Angry Customers don't Come Back, They Get Back: The Experience and Behavioral Implications of Anger and Dissatisfaction in Services Roger Bougie; Rik Pieters; Marcel Zeelenberg Journal of the Academy of Marketing Science 2003 31(4), 377-393
Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction Ronald L. Hess Jr.; Shankar Ganesan; Noreen M. Klein Journal of the Academy of Marketing Science 2003 31(2), 127-145