Focuses on an empirical investigation of service failures and service recovery in retail banking. Different types of failures, and the recovery strategies used by Greek banks to respond to them, were identified using the critical incident technique. A survey questionnaire was then developed to...

Banks and other financial services providers are increasingly developing service quality initiatives. In this article some of the research literature on service quality is considered to include definitions, determinants and measurement of quality. Attention is also given to research applications...

The focus of this article is the perspective of customer contact‐employees on service failure and service recovery. Data were collected, using a critical incident methodology, from a sample of font‐line employees in UK theme parks. They described service failures and subsequent service...