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Title: Managing Complaints in South American Retail Banking
Contributor(s): Valenzuela, Fredy  (author); Rojas-Mendez, Jose (author)
Publication Date: 2008
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Abstract: This research results uncovered the existence of a six factor structure measuring service recovery for the South American retail banking industry. The two service recovery dimensions that appear to be the most related with global service recovery could be ascribed to the category of distributive justice, that is, reversing bank mistakes and providing compensation. The service recovery dimensions that could be categorized as procedural and interactional fairness were shown to be equally important to the customers surveyed. They were: customer time, complaint handling time, and treatment of customers, respectively. The dimension of employees' power to make decisions was shown not to be significant.
Publication Type: Conference Publication
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, v.5, p. 1-40
Publisher: Academy of Taiwan Information Systems Research
Place of Publication: Seoul, Republic of Korea
ISSN: 1729-9322
Fields of Research (FoR) 2008: 150504 Marketing Measurement
Socio-Economic Objective (SEO) 2008: 910403 Marketing
Peer Reviewed: Yes
HERDC Category Description: E1 Refereed Scholarly Conference Publication
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Appears in Collections:Conference Publication

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