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Title: Switching barriers' influences on service recovery evaluation in the retail banking industry: Construct development and testing
Contributor(s): Valenzuela-Abaca, Fredy  (author)
Publication Date: 2014
DOI: 10.1016/j.ausmj.2014.09.002
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Abstract: The main goal of the present research was to determine the influence of switching barriers on service recovery evaluation in order to explore ways in which banks can improve their recovery performance. The research develops and tests two scales that measure service recovery and switching barriers and uncovers the existence of a six-factor structure measuring service recovery (reversing bank mistakes, customer compensation, customer time and effort, treatment of customers, complaint handling time and power of bank employees to make decisions). The investigation also confirms the existence of a five-factor structure measuring switching barriers (organizational credibility, value congruency, relational value, difficulties of switching banks and lack of attractive banking alternatives). In addition, the study shows that the dimensions of organizational credibility, value congruency and relational value relate positively to service recovery evaluation, while the dimension concerning difficulties of switching banks is negatively related to service recovery evaluation.
Publication Type: Journal Article
Source of Publication: Australasian Marketing Journal, 22(4), p. 296-306
Publisher: Elsevier Ltd
Place of Publication: United Kingdom
ISSN: 1839-3349
Fields of Research (FoR) 2008: 150399 Business and Management not elsewhere classified
Fields of Research (FoR) 2020: 350399 Business systems in context not elsewhere classified
Socio-Economic Objective (SEO) 2008: 970115 Expanding Knowledge in Commerce, Management, Tourism and Services
Socio-Economic Objective (SEO) 2020: 280106 Expanding knowledge in commerce, management, tourism and services
Peer Reviewed: Yes
HERDC Category Description: C1 Refereed Article in a Scholarly Journal
Appears in Collections:Journal Article
UNE Business School

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