Managing Complaints in South American Retail Banking

Fredy Valenzuela; Jose Rojas-Mendez

Managing Complaints in South American Retail Banking

Fredy Valenzuela
, Jose Rojas-Mendez

Management

Research output: Contribution to journal › Conference article › peer-review

Abstract

This research results uncovered the existence of a six factor structure measuring service recovery for the South American retail banking industry. The two service recovery dimensions that appear to be the most related with global service recovery could be ascribed to the category of distributive justice, that is, reversing bank mistakes and providing compensation. The service recovery dimensions that could be categorized as procedural and interactional fairness were shown to be equally important to the customers surveyed. They were: customer time, complaint handling time, and treatment of customers, respectively. The dimension of employees' power to make decisions was shown not to be significant.

Original language	English
Pages (from-to)	1-40
Journal	Proceedings of Business and Information
Volume	5
Publication status	Published - 2008
Event	BAI 2008: International Conference on Business and Information - Seoul, South Korea Duration: 7 Jul 2008 → 9 Jul 2008

Keywords

Marketing Measurement

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https://hdl.handle.net/1959.11/11169

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title = "Managing Complaints in South American Retail Banking",

abstract = "This research results uncovered the existence of a six factor structure measuring service recovery for the South American retail banking industry. The two service recovery dimensions that appear to be the most related with global service recovery could be ascribed to the category of distributive justice, that is, reversing bank mistakes and providing compensation. The service recovery dimensions that could be categorized as procedural and interactional fairness were shown to be equally important to the customers surveyed. They were: customer time, complaint handling time, and treatment of customers, respectively. The dimension of employees' power to make decisions was shown not to be significant.",

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author = "Fredy Valenzuela and Jose Rojas-Mendez",

year = "2008",

language = "English",

volume = "5",

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journal = "Proceedings of Business and Information",

issn = "1729-9322",

publisher = "Academy of Taiwan Information Systems Research",

note = "BAI 2008: International Conference on Business and Information ; Conference date: 07-07-2008 Through 09-07-2008",

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AU - Valenzuela, Fredy

AU - Rojas-Mendez, Jose

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AB - This research results uncovered the existence of a six factor structure measuring service recovery for the South American retail banking industry. The two service recovery dimensions that appear to be the most related with global service recovery could be ascribed to the category of distributive justice, that is, reversing bank mistakes and providing compensation. The service recovery dimensions that could be categorized as procedural and interactional fairness were shown to be equally important to the customers surveyed. They were: customer time, complaint handling time, and treatment of customers, respectively. The dimension of employees' power to make decisions was shown not to be significant.

KW - Marketing Measurement

UR - http://academic-papers.org/ocs2/session/Pages/Paper.htm

M3 - Conference article

SN - 1729-9322

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SP - 1

EP - 40

JO - Proceedings of Business and Information

JF - Proceedings of Business and Information

T2 - BAI 2008: International Conference on Business and Information

Y2 - 7 July 2008 through 9 July 2008

ER -

Managing Complaints in South American Retail Banking

Abstract

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