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Browsing Faculty of Economic and Management Sciences by Subject "banking"
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Attitude towards, and likelihood of, complaining in the banking, domestic airline and restaurant industries (Unisa Press, 2012)It is imperative that service organisations implement effective service recovery strategies when customers experience a service failure, since unresolved service failures can result in customers spreading negative word-of-mouth ...
Banking customers’ attitudes toward complaining: their likelihood of voicing a complaint and service recovery they consider appropriate (Academic journals, 2012)This paper measures the attitude of banking customers towards complaining and their likelihood to complain when a service failure is experienced at their current and another bank. Insight is also provided into the service ...