The impact of the magnitude of service failure and complaint handling on satisfaction and brand credibility in the banking industry
Ghazal Shams, Mohsin Abdur Rehman, Sarminah Samad, Raouf Ahmad Rather
| Year of publication: |
2020
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|---|---|
| Authors: | Shams, Ghazal ; Rehman, Mohsin Abdur ; Sarminah Samad ; Rather, Raouf Ahmad |
| Published in: |
Journal of financial services marketing : JFSM. - Basingstoke, Hampshire : Palgrave Macmillan, ISSN 1363-0539, ZDB-ID 1443521-4. - Vol. 25.2020, 1/2, p. 25-34
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| Subject: | agnitude of service failure | Complaint handling | Satisfaction | Brand credibility | Banking | Kundenzufriedenheit | Customer satisfaction | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Bank | Glaubwürdigkeit | Credibility | Markenimage | Brand image | Beziehungsmarketing | Relationship marketing | Markenführung | Brand management |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1057/s41264-020-00070-0 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012298251