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Service Failure and Complaining Behavior in Indian Banking Industry : A Factor Analytic Study

Malik, Garima - 2013

handing errors, costly services, task complexity, technological errors and organizational factors. Service failures dimensions … can be used by the banks in India to improve their service process and delivery. The study found a specific pattern of …

Persistent link: https://www.econbiz.de/10013076215

Customer satisfaction index as a performance evaluation metric : a study on Indian e-banking industry

Rajendran, Ragu Prasadh; Suresh, Jayshree - In: International journal of business 22 (2017) 3, pp. 251-274

Persistent link: https://www.econbiz.de/10011747417

Service failure magnitude and paradox : a banking perspective

Singhal, Shuchi; Krishna, Anupam; Lazarus, Davis - In: Journal of relationship marketing : innovations & … 12 (2013) 3, pp. 191-203

Persistent link: https://www.econbiz.de/10010209887

Focusing on complaints handling for customer satisfaction and loyalty : the case of Indonesian public banking

Salim, Agus; Setiawan, Margono; Rofiaty, R.; Rohman, Fatchur - In: European research studies 21 (2018) 3, pp. 404-416

Persistent link: https://www.econbiz.de/10012220318

The effects of service recovery on customer satisfaction and customer loyalty in banks

Maamari, Bassem E.; Wasfi, Hummam S. A. - In: International journal of technology marketing : IJTMkt 14 (2020) 4, pp. 403-424

Persistent link: https://www.econbiz.de/10012534250

Analyse des Nachkaufverhaltens als Folge der Zufriedenheit mit Finanzdienstleistungen

Breyer, Martin - 1998

Persistent link: https://www.econbiz.de/10000646036

The role of switching cost in the e-service recovery framework among banking customers

Jose, Ajay; Mathew, Sonia; Rejikumar G.; Chacko, Dony Peter - In: International journal of quality and service sciences 14 (2022) 1, pp. 86-109

Persistent link: https://www.econbiz.de/10012884465

Customer reactions to service failure and recovery in the banking industry : the influence of switching costs

De Matos, Celso Augusto; Henrique, Jorge Luiz; Rosa, … - In: The journal of services marketing 27 (2013) 7, pp. 526-538

Persistent link: https://www.econbiz.de/10010231177

Switching barriers' influences on service recovery evaluation in the retail banking industry : construct development and testing

Valenzuela, Fredy - In: Australasian marketing journal 22 (2014) 4, pp. 296-306

Persistent link: https://www.econbiz.de/10010472739

Pre-recovery emotions and satisfaction : a moderated mediation model of service recovery and reputation in the banking sector

Tektaş, Öznur Özkan; Basgoze, Pinar - In: European management journal 35 (2017) 3, pp. 388-395

Persistent link: https://www.econbiz.de/10011720587