Service recovery in the Australian banking industry

Valenzuela, Fredy and Cooksey, Ray and Chandralal, Lalith and Hassan, Rumman (2013) Service recovery in the Australian banking industry. Contemporary Management Research , 9 (4). pp. 463-482. ISSN 1813-5498


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.

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Item Type: Article (Commonwealth Reporting Category C)
Refereed: Yes
Item Status: Live Archive
Additional Information: Permanent restricted access to published version in accordance with the copyright policy of the publisher.
Faculty/School / Institute/Centre: Current - Faculty of Business, Education, Law and Arts - School of Management and Enterprise
Date Deposited: 21 Apr 2016 05:58
Last Modified: 14 Feb 2017 00:37
Uncontrolled Keywords: service recovery; complaining behaviour; customer satisfaction
Fields of Research : 15 Commerce, Management, Tourism and Services > 1505 Marketing > 150599 Marketing not elsewhere classified
Identification Number or DOI: 10.7903/cmr.11370

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