Dublin Core The Dublin Core metadata element set is common to all Omeka records, including items, files, and collections. For more information see, http://dublincore.org/documents/dces/. Title A name given to the resource Articles Article Faculty Publications -Articles Dublin Core The Dublin Core metadata element set is common to all Omeka records, including items, files, and collections. For more information see, http://dublincore.org/documents/dces/. Title A name given to the resource The role of switching cost in the e-service recovery framework among banking customers Subject The topic of the resource Bank services; Banking industry; E-service; E-service failure; E-service recovery quality; E-service recovery satisfaction; ESQ; Service recovery; Switching; Switching cost Description An account of the resource Purpose: The emergence of tech-driven initiatives in retail banking has created a vast spectrum of system-related service failures; hence, e-service recovery quality is of prime importance to banks to ensure e-service recovery satisfaction. However, e-service satisfaction is dependent on the ease of moving from one service provider to the other; thus, switching costs assume great significance. This study aims to probe the moderating role of switching cost on e-service recovery satisfaction by exploring e-service recovery quality antecedents. Design/methodology/approach: A measurement model is suggested in the contextual settings of the Indian banking scenario and is estimated using structural equation modeling. Responses from 399 e-banking customers, who had experienced a service failure, were sought using a five-point Likert scale. Findings: The result affirms that recovery expectation is the most significant predictor of e-service recovery satisfaction, and that switching cost moderates the relation between e-service recovery quality and e-service recovery satisfaction. Practical implications: The study highlights the high relevance of switching costs in the e-banking context and emphasizes investment in marketing strategies and campaigns to do away with switching intentions. It also highlights the relevance of recovery expectations as an antecedent of e-service recovery quality and thus stresses the need to satisfactorily address the same in the e-service recovery process. Originality/value: This study contributes to the e-service recovery satisfaction literature in the banking context by empirically validating the moderating role of switching cost. It also identifies the critical antecedents of banking e-service recovery quality. 2021, Emerald Publishing Limited. Creator An entity primarily responsible for making the resource Jose A.; Mathew S.; G R.; Chacko D.P.; Thomas A.K. Source A related resource from which the described resource is derived International Journal of Quality and Service Sciences, Vol-14, No. 1, pp. 86-109. Publisher An entity responsible for making the resource available Emerald Group Holdings Ltd. Date A point or period of time associated with an event in the lifecycle of the resource 2022-01-01 Identifier An unambiguous reference to the resource within a given context <a href="https://doi.org/10.1108/IJQSS-11-2020-0172" target="_blank" rel="noreferrer noopener">https://doi.org/10.1108/IJQSS-11-2020-0172</a> <br /><br /><a href="https://www.scopus.com/inward/record.uri?eid=2-s2.0-85113867788&amp;doi=10.1108%2FIJQSS-11-2020-0172&amp;partnerID=40&amp;md5=ff734fea67b9f7fb7eef448afa12bf75" target="_blank" rel="noreferrer noopener">https://www.scopus.com/inward/record.uri?eid=2-s2.0-85113867788&amp;doi=10.1108%2fIJQSS-11-2020-0172&amp;partnerID=40&amp;md5=ff734fea67b9f7fb7eef448afa12bf75</a> Rights Information about rights held in and over the resource Restricted Access Relation A related resource ISSN: 1756669X Format The file format, physical medium, or dimensions of the resource Online Language A language of the resource English Type The nature or genre of the resource Article Coverage The spatial or temporal topic of the resource, the spatial applicability of the resource, or the jurisdiction under which the resource is relevant Jose A., Department of Professional Studies, Christ University, Bangalore, India; Mathew S., School of Business and Management, Christ University, Bangalore, India; G R., Department of Management, Amrita Vishwa Vidyapeetham, Kochi, India; Chacko D.P., Instructional Designer, Toyota Motor Corporation, Toyota, Australia; Thomas A.K., Department of Marketing, St. Josephs Business School, Pala, India