 Switching barriers' influences on service recovery evaluation in the retail banking industry: Construct development and testingFredy Valenzuela Australasian marketing journal, 2014, vol. 22, issue 4, 296-306 Abstract: The main goal of the present research was to determine the influence of switching barriers on service recovery evaluation in order to explore ways in which banks can improve their recovery performance. The research develops and tests two scales that measure service recovery and switching barriers and uncovers the existence of a six-factor structure measuring service recovery (reversing bank mistakes, customer compensation, customer time and effort, treatment of customers, complaint handling time and power of bank employees to make decisions). The investigation also confirms the existence of a five-factor structure measuring switching barriers (organizational credibility, value congruency, relational value, difficulties of switching banks and lack of attractive banking alternatives). In addition, the study shows that the dimensions of organizational credibility, value congruency and relational value relate positively to service recovery evaluation, while the dimension concerning difficulties of switching banks is negatively related to service recovery evaluation. Keywords: Service recovery; Switching barriers; Banking industry (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:eee:aumajo:v:22:y:2014:i:4:p:296-306 DOI: 10.1016/j.ausmj.2014.09.002 Access Statistics for this article Australasian marketing journal is currently edited by Roger Marshall More articles in Australasian marketing journal from Elsevier |
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