Strike Three. You’re Out! Service Recovery in Retail Banking Services
Trade Tales: Decoding Customers' Stories
ISBN: 978-1-78714-279-4, eISBN: 978-1-78714-278-7
Publication date: 28 November 2017
Abstract
An existing customer goes to his bank to apply for a debit card. The bank required that the customer provide additional supportive documents and complete a pending procedure. However, after two visits, the employee failed to inform the customer of the additional procedure that should be completed. With multiple visits to the bank to complete the application, the customer filed a complaint. What should the bank do?
Keywords
Acknowledgements
Acknowledgments
The author appreciates the editorial direction provided by Po-Ju Chen for revising this paper. The case study was written by Jiangeng Yeh. The editorial commentary at the end of this case was written by Po-Ju Chen.
Points received for the answer circled: ____
Citation
Yeh, J. and Chen, P.-J. (2017), "Strike Three. You’re Out! Service Recovery in Retail Banking Services", Trade Tales: Decoding Customers' Stories (Advances in Culture, Tourism and Hospitality Research, Vol. 14), Emerald Publishing Limited, Leeds, pp. 171-177. https://doi.org/10.1108/S1871-317320170000014033
Publisher
:Emerald Publishing Limited
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