Name
Abstract | ||
|---|---|---|
This research focuses on the preservation and repairing of relationships once a banking customer has raised a complaint. This research investigates the impact of different messaging channels email, Internet banking site messages, SMS text messages, and messages on the ATM screen and the impact of different styles of complaint update messages on customers' perceptions of their relationship with their bank. The empirical research is conducted on a sample of 96 banking customers. Quantitative data are collected to examine the impact of the banking channel and the update message style on customers' perceptions of their relationship with the bank. The results indicate that update messages are a reassurance tool for the bank to use for customers who had cause to raise a complaint. The preferred channels of communication with the customer base for update messages are email and Internet banking. Also, customer-brand relationship was found to be higher for complaint-specific content in the messages than for generic messages. |
Year | DOI | Venue |
|---|---|---|
2012 | 10.4018/jthi.2012040103 | IJTHI |
Keywords | Field | DocType |
customer base,customer-brand relationship,internet banking site message,complaint update message,complaint update messages,update message style,banking channel,internet banking,update message,empirical research,remote channel customer contact,banking customer | Short Message Service,Internet privacy,Advertising,Brand relationship,Computer science,Communication channel,SMS banking,Complaint,Customer base,Empirical research,The Internet | Journal |
Volume | Issue | ISSN |
8 | 2 | 1548-3908 |
Citations | PageRank | References |
0 | 0.34 | 0 |
Authors | ||
3 | ||
Name | Order | Citations | PageRank |
|---|---|---|---|
| Hazel Morton | 1 | 41 | 3.96 |
| Mervyn Jack | 2 | 153 | 12.27 |
| Gary Douglas | 3 | 88 | 4.64 |