Post-service recovery customer satisfaction in Indian retail banking : a qualitative perspective
Year of publication: |
2015
|
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Authors: | Mandal, Pratap Chandra |
Published in: |
International journal of financial services management : IJFSM. - Olney, Bucks. : Inderscience Enterprises, ISSN 1460-6712, ZDB-ID 2193369-8. - Vol. 8.2015, 1, p. 1-17
|
Subject: | customer satisfaction | service delivery | service failure | service recovery | focus group | grounded theory | concepts | categories | retail banking | India | Indien | Kundenzufriedenheit | Customer satisfaction | Privatkundengeschäft | Personal banking | Dienstleistungsqualität | Service quality | Kundenservice | Customer service | Beschwerdemanagement | Complaint management |
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