2.50
Hdl Handle:
http://hdl.handle.net/10547/302111
Title:
Putting it right: service failure and customer loyalty in UK banks
Authors:
Jones, Henry; Farquhar, Jillian Dawes
Abstract:
Purpose – The purpose of this paper is to examine minor service failures in UK banking and consider the impact that satisfaction with service recovery has on customer intentions to continue their custom and make recommendations, used as measures of loyalty behaviours. Design/methodology/approach – Data were gathered on customer satisfaction with service recovery attempts, intended loyalty behaviours and the sources of service failures were gathered by means of an on-line survey from approximately 2,000 respondents. Findings – Few customers who complained about minor service failures report that they were very satisfied with the service recovery. Weak service recovery influenced customer intentions about continued custom and recommendation. Minor failures in account management and bank charges are shown to have a marked effect on intended loyalty behaviours. Research limitations/implications – This paper reports the work of a short, e-mail survey, gathering frequency data from customers of UK banks and reports the impact of service recovery on customer intentions rather than their actions. Further investigation is needed using more a more sophisticated instrument. Practical implications – In this paper low levels of satisfaction with managing service recoveries are reported, no matter which channel the customer used, no matter how the service failure is managed. Originality/value – The preliminary work in this paper demonstrates the impact that weak service recovery of minor complaints has on customers' intended loyalty behaviours in UK banking.
Affiliation:
TARP Limited, London; Oxford Brookes University
Citation:
Jones, H. and Farquhar J. (2007) 'Putting it right: service failure and customer loyalty in UK banks' International Journal of Bank Marketing, 25,3,pp.161-172
Publisher:
Emerald
Journal:
International Journal of Bank Marketing
Issue Date:
2007
URI:
http://hdl.handle.net/10547/302111
DOI:
10.1108/02652320710739869
Additional Links:
http://www.emeraldinsight.com/10.1108/02652320710739869
Type:
Article
Language:
en
ISSN:
0265-2323
Appears in Collections:
Centre for Advances in Marketing (CAM)

Full metadata record

DC FieldValue Language
dc.contributor.authorJones, Henryen_GB
dc.contributor.authorFarquhar, Jillian Dawesen_GB
dc.date.accessioned2013-09-23T12:49:37Z-
dc.date.available2013-09-23T12:49:37Z-
dc.date.issued2007-
dc.identifier.citationJones, H. and Farquhar J. (2007) 'Putting it right: service failure and customer loyalty in UK banks' International Journal of Bank Marketing, 25,3,pp.161-172en_GB
dc.identifier.issn0265-2323-
dc.identifier.doi10.1108/02652320710739869-
dc.identifier.urihttp://hdl.handle.net/10547/302111-
dc.description.abstractPurpose – The purpose of this paper is to examine minor service failures in UK banking and consider the impact that satisfaction with service recovery has on customer intentions to continue their custom and make recommendations, used as measures of loyalty behaviours. Design/methodology/approach – Data were gathered on customer satisfaction with service recovery attempts, intended loyalty behaviours and the sources of service failures were gathered by means of an on-line survey from approximately 2,000 respondents. Findings – Few customers who complained about minor service failures report that they were very satisfied with the service recovery. Weak service recovery influenced customer intentions about continued custom and recommendation. Minor failures in account management and bank charges are shown to have a marked effect on intended loyalty behaviours. Research limitations/implications – This paper reports the work of a short, e-mail survey, gathering frequency data from customers of UK banks and reports the impact of service recovery on customer intentions rather than their actions. Further investigation is needed using more a more sophisticated instrument. Practical implications – In this paper low levels of satisfaction with managing service recoveries are reported, no matter which channel the customer used, no matter how the service failure is managed. Originality/value – The preliminary work in this paper demonstrates the impact that weak service recovery of minor complaints has on customers' intended loyalty behaviours in UK banking.en_GB
dc.language.isoenen
dc.publisherEmeralden_GB
dc.relation.urlhttp://www.emeraldinsight.com/10.1108/02652320710739869en_GB
dc.rightsArchived with thanks to International Journal of Bank Marketingen_GB
dc.subjectbankingen_GB
dc.subjectbanksen_GB
dc.subjectcustomer loyaltyen_GB
dc.subjectcustomer satisfactionen_GB
dc.subjectfinancial servicesen_GB
dc.subjectUnited Kingdomen_GB
dc.titlePutting it right: service failure and customer loyalty in UK banksen
dc.typeArticleen
dc.contributor.departmentTARP Limited, Londonen_GB
dc.contributor.departmentOxford Brookes Universityen_GB
dc.identifier.journalInternational Journal of Bank Marketingen_GB
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