Abstract
The 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.
| Original language | English |
|---|---|
| Title of host publication | Proceedings of the ANZAM: Australian and New Zealand Marketing Academy Conference 2006: Advancing theory, maintaining relevance |
| Editors | Yunus Ali, Maria van Dessel |
| Place of Publication | Brisbane, Australia |
| Publisher | Queensland University of Technology, School of Advertising, Marketing and Public Relations |
| ISBN (Print) | 1741071593 |
| Publication status | Published - 2006 |
| Event | ANZAM 2006: 20th Annual Conference of the Australian and New Zealand Academy of Management - Brisbane, Australia Duration: 4 Dec 2006 → 6 Dec 2006 |
Conference
| Conference | ANZAM 2006: 20th Annual Conference of the Australian and New Zealand Academy of Management |
|---|---|
| City | Brisbane, Australia |
| Period | 4/12/06 → 6/12/06 |
Keywords
- Consumer-Oriented Product or Service Development
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