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Please use this identifier to cite or link to this item: https://hdl.handle.net/1959.11/5447
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dc.contributor.authorValenzuela, Fredyen
dc.contributor.authorLlanos, Orlandoen
dc.date.accessioned2010-04-06T15:41:00Z-
dc.date.issued2008-
dc.identifier.citationPanorama Socioeconomico, 26(36), p. 50-59en
dc.identifier.issn0718-1566en
dc.identifier.issn0716-1921en
dc.identifier.urihttps://hdl.handle.net/1959.11/5447-
dc.languagepten
dc.publisherUniversidad de Talcaen
dc.relation.ispartofPanorama Socioeconomicoen
dc.titlePercepción de los Clientes Bancarios sobre las Acciones de Recuperación del Servicio en Chile [Perception of the Retail Banking Customers Regarding the Service Recovery Efforts in Chile]en
dc.typeJournal Articleen
dc.subject.keywordsConsumer-Oriented Product or Service Developmenten
local.contributor.firstnameFredyen
local.contributor.firstnameOrlandoen
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.categoryC1en
local.record.placeauen
local.record.institutionUniversity of New Englanden
local.identifier.epublicationsrecordpes:6214en
local.publisher.placeChileen
local.format.startpage50en
local.format.endpage59en
local.peerreviewedYesen
local.identifier.volume26en
local.identifier.issue36en
local.contributor.lastnameValenzuelaen
local.contributor.lastnameLlanosen
dc.identifier.staffune-id:fvalenz2en
local.profile.roleauthoren
local.profile.roleauthoren
local.identifier.unepublicationidune:5577en
dc.identifier.academiclevelAcademicen
local.abstract.englishThe article validates, from banking customers' point of view, six actions that banks should take to manage customer complaints. They are reversing bank mistakes, compensation, treatment to customers, time taking by banks to give a solution to the complaint and the time and effort that customers had to invest to look for a solution to the complaints. The investigation shows also that the two most important dimensions are the worst evaluated by banking customers and that there is no significant difference between the evaluation made by men and women, clients with different levels of education and by clients of different banks.en
local.title.maintitlePercepción de los Clientes Bancarios sobre las Acciones de Recuperación del Servicio en Chile [Perception of the Retail Banking Customers Regarding the Service Recovery Efforts in Chile]en
local.output.categorydescriptionC1 Refereed Article in a Scholarly Journalen
local.relation.urlhttp://www.panorama.utalca.cl/dentro/2008-jun/articulo4.pdfen
local.search.authorValenzuela, Fredyen
local.search.authorLlanos, Orlandoen
local.uneassociationUnknownen
local.year.published2008en
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