Relationship of Attachments and Resignation with Service Recovery Evaluation

Abstract

The goal of this paper is to determine the relationship between two switching barrier dimensions –attachment and resignation- with service recovery evaluation. To operationalize service recovery four different constructs were used, overall service recovery evaluation, procedural justice, interactional justice and distributive justice. A sample of 360 Chilean retail banking customers were interviewed using a structured questionnaire. Results showed the existence of three underlined factors related to attachment and one to resignation. In terms of the relationship between switching barriers and service recovery, attachment showed to be highly related with service recovery, whilst resignation showed very low relationship. The implications of this for the management of service provision within the banking industry is discussed.