Strike Three. You'Re Out! Service Recovery In Retail Banking Services

Keywords

Emotion; Loyalty; Satisfaction; Service failure; Service recovery

Abstract

An existing customer goes to his bank to apply for a debit card. The bank required that the customer provide additional supportive documents and complete a pending procedure. However, after two visits, the employee failed to inform the customer of the additional procedure that should be completed. With multiple visits to the bank to complete the application, the customer filed a complaint. What should the bank do?

Publication Date

1-1-2017

Publication Title

Advances in Culture, Tourism and Hospitality Research

Volume

14

Number of Pages

171-177

Document Type

Article; Book Chapter

Personal Identifier

scopus

DOI Link

https://doi.org/10.1108/S1871-317320170000014033

Socpus ID

85041225226 (Scopus)

Source API URL

https://api.elsevier.com/content/abstract/scopus_id/85041225226

This document is currently not available here.

Share

COinS