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Please use this identifier to cite or link to this item: https://hdl.handle.net/1959.11/11169
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dc.contributor.authorValenzuela, Fredyen
dc.contributor.authorRojas-Mendez, Joseen
dc.date.accessioned2012-08-29T13:03:00Z-
dc.date.issued2008-
dc.identifier.citationProceedings of Business and Information, v.5, p. 1-40en
dc.identifier.issn1729-9322en
dc.identifier.urihttps://hdl.handle.net/1959.11/11169-
dc.description.abstractThis 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.en
dc.languageenen
dc.publisherAcademy of Taiwan Information Systems Researchen
dc.relation.ispartofProceedings of Business and Informationen
dc.titleManaging Complaints in South American Retail Bankingen
dc.typeConference Publicationen
dc.relation.conferenceBAI 2008: International Conference on Business and Informationen
dc.subject.keywordsMarketing Measurementen
local.contributor.firstnameFredyen
local.contributor.firstnameJoseen
local.subject.for2008150504 Marketing Measurementen
local.subject.seo2008910403 Marketingen
local.profile.schoolUNE Business Schoolen
local.profile.emailfvalenz2@une.edu.auen
local.output.categoryE1en
local.record.placeauen
local.record.institutionUniversity of New Englanden
local.identifier.epublicationsrecordpes:6062en
local.date.conference7th - 9th July, 2008en
local.conference.placeSeoul, South Koreaen
local.publisher.placeSeoul, Republic of Koreaen
local.format.startpage1en
local.format.endpage40en
local.peerreviewedYesen
local.identifier.volume5en
local.contributor.lastnameValenzuelaen
local.contributor.lastnameRojas-Mendezen
dc.identifier.staffune-id:fvalenz2en
local.profile.roleauthoren
local.profile.roleauthoren
local.identifier.unepublicationidune:11367en
dc.identifier.academiclevelAcademicen
local.title.maintitleManaging Complaints in South American Retail Bankingen
local.output.categorydescriptionE1 Refereed Scholarly Conference Publicationen
local.relation.urlhttp://academic-papers.org/ocs2/session/Pages/Paper.htmen
local.conference.detailsBAI 2008: International Conference on Business and Information, Seoul, South Korea, 7th - 9th July, 2008en
local.search.authorValenzuela, Fredyen
local.search.authorRojas-Mendez, Joseen
local.uneassociationUnknownen
local.year.published2008en
local.date.start2008-07-07-
local.date.end2008-07-09-
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