... between negative WOM and bank service failures, with a focus on the mediating role of customer switching intentions and the moderating role of switching costs in this relationship. Design/methodology/approach Using an online semi-structured questionnaire survey, a dataset comprising 411 responses...

... in the banking industry in particular. © Emerald Group Publishing Limited 2016 Perceptions Relationship marketing Brand management Brand image Services marketing Service failures As a result of recent economic uncertainty, structural change, and competitive pressure in financial...

..., inconvenience, core service failures, service encounter failures, employee responses to service failures, competitive issues, ethical problems and involuntary factors. Among these antecedents, pricing problem emerged as the most influential factor for switching, followed by service failures and denied services...

... justice) and affective responses (positive and negative emotions) on satisfaction with complaint handling. Design/methodology/approach The sample used in this study consists of 679 subjects who, over the last six months, had experienced service failures and had afterwards complained. The data were...

... apologizing or making atonement. Originality/value This study of service recovery in US retail banking provides useful information on the link between satisfaction and various recovery strategies. Banking United States of America Service failures Service improvements Customer satisfaction...