Service recovery in the Australian banking industry

Article

Valenzuela, Fredy, Cooksey, Ray, Chandralal, Lalith and Hassan, Rumman. 2013. "Service recovery in the Australian banking industry." Contemporary Management Research: an international journal. 9 (4), pp. 463-482. https://doi.org/10.7903/cmr.11370
Article Title

Service recovery in the Australian banking industry

ERA Journal ID40337
Article CategoryArticle
AuthorsValenzuela, Fredy (Author), Cooksey, Ray (Author), Chandralal, Lalith (Author) and Hassan, Rumman (Author)
Journal TitleContemporary Management Research: an international journal
Journal Citation9 (4), pp. 463-482
Number of Pages20
Year2013
Place of PublicationTaiwan, Republic of China
ISSN1813-5498
Digital Object Identifier (DOI)https://doi.org/10.7903/cmr.11370
Web Address (URL)http://www.google.com.au/url?sa=t&rct=j&q=&esrc=s&source=web&cd=1&ved=0ahUKEwiJvp6gzJ7MAhWF5KYKHWTVDRsQFggcMAA&url=http%3A%2F%2Fwww.cmr-journal.org%2Farticle%2FviewFile%2F11370%2Fpdf&usg=AFQjCNFKoMkKvXAx38uP7YMfFd_R-mOBLQ
Abstract

Considering the importance of service recovery as a corrective measure for service failures, this paper explores: (a) when Australian customers complain (b) the process they follow to look for solutions to their complains and (c) how they evaluate banks' service recovery efforts. To address these objectives, 25 in-depth interviews were conducted with Australian retail banking customers. Results show that the main reasons for complaints were incorrect transactions, performance not meeting expectations, and unfair fees. The study also showed Australian customers perceive two steps of the complaining process are very important to have a control over the complaint: gathering all required information and lodging a complaint in person. In relation to evaluating banks' service recovery efforts, Australian customers felt that banks were not paying much attention to their complaints and that there was a lack of acknowledgement and responsiveness.

Keywordsservice recovery; complaining behaviour; customer satisfaction
ANZSRC Field of Research 2020350699. Marketing not elsewhere classified
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Byline AffiliationsUniversity of New South Wales
University of New England
Institution of OriginUniversity of Southern Queensland
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