... 2010 Customer satisfaction Complaints Consumer psychology Service failures In the financial services sector, the relevance of customer analysis continues to grow (Lees et al., 2007), as provision of the service often requires interaction between the customer...

... construct to a theory of how consumers process information or learn and use prior knowledge. To address this shortcoming, we apply consumer psychology theories of processing, learning, and knowledge to the ability to comprehend, acquire, and use financial information and concepts. We extend the notion...