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1-2 of 2
Keywords: Service improvements
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Journal Articles
International Journal of Bank Marketing (2006) 24 (2): 112–132.
Published: 01 February 2006
... 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...
Journal Articles
International Journal of Bank Marketing (2003) 21 (5): 266–279.
Published: 01 October 2003
... the degree of innovativeness that characterizes the new service and the type of objective (financial or not) that management considers in order to evaluate its actual performance. Innovation Service improvements Service delivery Financial services During the past 20 years, the scientific...
