Harun, Ahasan; Rokonuzzaman, Md; Prybutok, Gayle; … - In: International Journal of Bank Marketing 37 (2019) 2, pp. 621-645
Purpose: The purpose of this paper is to develop and examine a theoretical framework that evaluates the effects of banking consumers’ justice perception on their post-complaint mindsets. It also aims to help business strategists to customize service failure management activities to achieve a...