Service failures and recovery in retail banking: the customers’ perspective

By B. Lewis, Sotiris Spyrakopoulos. 2001

251 citations recorded by the source corpus.

Subfields: General Health Professions, Management Information Systems, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/7c9f44ee0a4663f74da7df10a8ca5c1a9fac9a83

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In General Health Professions

1. Yi-Shun Wang
2. Hsin-Hui Lin
3. S. Swanson
4. Osman M. Karatepe
5. Olusegun A. Olugbade

In Management Information Systems

1. Rodolfo Vazquez-Casielles
2. Yi-Shun Wang
3. Hsin-Hui Lin
4. Osman M. Karatepe

In Organizational Behavior and Human Resource Management

1. Yi-Shun Wang
2. Maxwell K. Hsu
3. Rodolfo Vazquez-Casielles
4. S. Swanson
5. Hsin-Hui Lin
6. Yu-Yin Wang
7. Shun-Cheng Wu
8. Osman M. Karatepe

Citations in the corpus

• From relationships to experiences in retail financial services (2004, background): “Due to increased automation and depersonalisation in terms of financial service quality ( Lewis and Spyrakopoulos, 2001”
• The effects of work‐family conflict, emotional exhaustion, and intrinsic motivation on job outcomes of front‐line employees (2006, background): “Second, due to the nature of boundary-spanning positions, front-line bank employees are important sources of information about customers' requests, complaints, and expectations ( Lewis and Spyrakopoulos, 2001”
• The Effect of Recovery Locus Attributions and Service Failure Severity on Word-of-Mouth and Repurchase Behaviors in the Hospitality Industry (2011, background): “…observations and has been used by a number of researchers to aid in identifying and assessing (un)satisfying service encounters (e.g., Bitner et al., 1990; Chung-Herrera et al., 2004; Johnston, 1995; Keaveney, 1995; Kelley et al., 1993; Lewis & Spyrakopoulos, 2001; J. L. Miller et al., 2000).”
• The relationship of service failure severity, service recovery justice and perceived switching costs with customer loyalty in the context of e-tailing (2011, background): “Lewis and Spyrakopoulos (2001) conceptualized service failure as customers’ dissatisfaction towards the service or service provider, regardless of the causes.”
• The effect of service failure types and service recovery on customer satisfaction: a mental accounting perspective (2012, background): “Inattentive service, such as that provided by an uncooperative employee, is an example of a process-related service failure (Lewis & Spyrakopoulos, 2001).”
• The influence of emotions on customer's cognitive evaluations and satisfaction in a service failure and recovery context (2008, background): “…expectations, simultaneous production and consumption, and high human involvement in the manufacture as well as the distribution and consumption of the service (Duffy, Miller, & Bexley, 2006; Lewis & Spyrakopoulos, 2001; Miller, Craighead, & Karwan, 2000; Patterson, Cowley, & Prasongsukarn, 2006).”