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Title: Is the Chilean Banking Industry Managing Effectively the Complaints of Its Customers?
Contributor(s): Valenzuela, Fredy  (author)
Publication Date: 2008
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Abstract: This paper shows that the service recovery dimensions that are the most important for Chilean banking customers are reversing bank mistakes, compensation, treatment of the customer, complaint handling time and customer time and effort and employee's power to make decisions. The research also shows that the two most important dimensions are the worst evaluated by Chilean customers and that there is not a significant difference in the evaluation of customers of different banks and customers with different levels of education. In terms of the influence of gender, the results show that the satisfaction with service recovery efforts in the banking industry is not influenced by gender.
Publication Type: Conference Publication
Conference Name: BAI 2008: International Conference on Business and Information, Seoul, South Korea, 7th - 9th July, 2008
Conference Details: BAI 2008: International Conference on Business and Information, Seoul, South Korea, 7th - 9th July, 2008
Source of Publication: Proceedings of Business and Information, 5(Session G5: Marketing), p. 1-24
Publisher: Academy of Taiwan Information Systems Research (ATISR)
Place of Publication: online
ISSN: 1729-9322
Field of Research (FOR): 150599 Marketing not elsewhere classified
Socio-Economic Outcome Codes: 910403 Marketing
Peer Reviewed: Yes
HERDC Category Description: E1 Refereed Scholarly Conference Publication
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