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Please use this identifier to cite or link to this item: https://hdl.handle.net/1959.11/4776
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dc.contributor.authorValenzuela, Fredyen
local.source.editorEditor(s): Yunus Ali and Maria van Desselen
dc.date.accessioned2010-02-24T16:03:00Z-
dc.date.issued2006-
dc.identifier.citationProceedings of the ANZAM: Australian and New Zealand Marketing Academy Conference 2006: Advancing theory, maintaining relevanceen
dc.identifier.isbn1741071593en
dc.identifier.urihttps://hdl.handle.net/1959.11/4776-
dc.description.abstractThe goal of this paper is to explore the process that is followed by South American retail banking customers when complaining, and to identify the dimensions that are important to them when evaluating service recovery efforts. A qualitative study was undertaken, which consisted of 25 in-depth interviews with Chilean retail banking customers who experienced either excellent or very poor complaint handling management. Results show several important dimensions for customers, such as time for acknowledging the complaint, time spent by the customer looking for a solution to the complaint and time taken by the bank to solve complaints, among others.en
dc.languageenen
dc.publisherQueensland University of Technology, School of Advertising, Marketing and Public Relationsen
dc.relation.ispartofProceedings of the ANZAM: Australian and New Zealand Marketing Academy Conference 2006: Advancing theory, maintaining relevanceen
dc.titleThe Complaint Process in the Banking Industryen
dc.typeConference Publicationen
dc.relation.conferenceANZAM 2006: 20th Annual Conference of the Australian and New Zealand Academy of Managementen
dc.subject.keywordsConsumer-Oriented Product or Service Developmenten
local.contributor.firstnameFredyen
local.subject.for2008150501 Consumer-Oriented Product or Service Developmenten
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:4403en
local.date.conference4th December - 6th December, 2006en
local.conference.placeBrisbane, Australiaen
local.publisher.placeBrisbane, Australiaen
local.peerreviewedYesen
local.contributor.lastnameValenzuelaen
dc.identifier.staffune-id:fvalenz2en
local.profile.roleauthoren
local.identifier.unepublicationidune:4892en
dc.identifier.academiclevelAcademicen
local.title.maintitleThe Complaint Process in the Banking Industryen
local.output.categorydescriptionE1 Refereed Scholarly Conference Publicationen
local.relation.urlhttp://trove.nla.gov.au/work/33687398en
local.relation.urlhttp://conferences.anzmac.org/ANZMAC2006/documents/Valenzuela_Fredy.pdfen
local.conference.detailsANZAM 2006: 20th Annual Conference of the Australian and New Zealand Academy of Management: Advancing theory, maintaining relevance , Brisbane, Australia, 4th December - 6th December 2006en
local.search.authorValenzuela, Fredyen
local.uneassociationUnknownen
local.year.published2006en
local.date.start2006-12-04-
local.date.end2006-12-06-
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