Abhishek S. Rao K. P.; P., Yogesh Pai; Kamath, Pallavi R.; … - In: Cogent business & management 11 (2024) 1, pp. 1-20
analysis. Consequently, prior research has ignored service recovery performance and customer loyalty nested within the branch …-level studies of retail banks. However, this multilevel analysis examined how the service recovery system influences customer … approach to understand the macro- and micro-level dynamics of service recovery in retail banking. These findings emphasize the …