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https://hdl.handle.net/1959.11/11168
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DC Field | Value | Language |
---|---|---|
dc.contributor.author | Valenzuela, Fredy | en |
dc.date.accessioned | 2012-08-29T12:57:00Z | - |
dc.date.issued | 2008 | - |
dc.identifier.citation | Proceedings of Business and Information, v.5, p. 1-24 | en |
dc.identifier.issn | 1729-9322 | en |
dc.identifier.uri | https://hdl.handle.net/1959.11/11168 | - |
dc.description.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. | en |
dc.language | en | en |
dc.publisher | Academy of Taiwan Information Systems Research | en |
dc.relation.ispartof | Proceedings of Business and Information | en |
dc.title | Is the Chilean Banking Industry Managing Effectively the Complaints of Its Customers? | en |
dc.type | Conference Publication | en |
dc.relation.conference | BAI 2008: International Conference on Business and Information | en |
dc.subject.keywords | Marketing | en |
local.contributor.firstname | Fredy | en |
local.subject.for2008 | 150599 Marketing not elsewhere classified | en |
local.subject.seo2008 | 910403 Marketing | en |
local.profile.school | UNE Business School | en |
local.profile.email | fvalenz2@une.edu.au | en |
local.output.category | E1 | en |
local.record.place | au | en |
local.record.institution | University of New England | en |
local.identifier.epublicationsrecord | pes:6057 | en |
local.date.conference | 7th - 9th July, 2008 | en |
local.conference.place | Seoul, South Korea | en |
local.publisher.place | Seoul, Republic of Korea | en |
local.format.startpage | 1 | en |
local.format.endpage | 24 | en |
local.peerreviewed | Yes | en |
local.identifier.volume | 5 | en |
local.contributor.lastname | Valenzuela | en |
dc.identifier.staff | une-id:fvalenz2 | en |
local.profile.role | author | en |
local.identifier.unepublicationid | une:11366 | en |
dc.identifier.academiclevel | Academic | en |
local.title.maintitle | Is the Chilean Banking Industry Managing Effectively the Complaints of Its Customers? | en |
local.output.categorydescription | E1 Refereed Scholarly Conference Publication | en |
local.relation.url | http://academic-papers.org/ocs2/session/Pages/Paper.htm | en |
local.conference.details | BAI 2008: International Conference on Business and Information, Seoul, South Korea, 7th - 9th July, 2008 | en |
local.search.author | Valenzuela, Fredy | en |
local.uneassociation | Unknown | en |
local.year.published | 2008 | en |
local.date.start | 2008-07-07 | - |
local.date.end | 2008-07-09 | - |
Appears in Collections: | Conference Publication |
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