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• W2078692834 abstract "Service failures in retail banking tend to have a negative impact on service quality and, consequentially, on customer satisfaction. This heightens the need for effective complaint handling. This article attempts to profile and segment bank customers on the basis of complaining attitudes and perception of complaint handling mechanisms (of banks). Cluster analysis suggested that bank customers can be divided into four segments: non-complainers, switchers, prompt complainers and positive thinkers. Further, AHP has been deployed to prioritize complaint categories for different clusters. This study attempts to provide a roadmap (for banks) for designing effective and customized service recovery strategies." @default.
• W2078692834 created "2016-06-24" @default.
• W2078692834 creator A5001938239 @default.
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• W2078692834 date "2010-05-03" @default.
• W2078692834 modified "2023-10-16" @default.
• W2078692834 title "An analytical study of complaining attitudes: With reference to the banking sector" @default.
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• W2078692834 doi "https://doi.org/10.1057/jt.2010.2" @default.
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