The Influential Factors on the Service Recovery Implementation: Taking Banking Industry as an Example

DOI

10.2991/essaeme-16.2016.59How to use a DOI?

Keywords

Service Recovery, Banking Companies, Company's Perspective.

Abstract

Service recovery is viewed as an important process to strengthen customer relationship, retain the loyalty and stabilize the profit of company. As previous studies mentioned mainly focus on how to satisfy the customer and create customer loyalty through service recovery strategies. It is assumed that the company will do whatever it takes to solve customers' problems in order to retain them. This study is based on banking industry as an example and analyzes the service recovery from the companies' perspective. Finally, the empirical study shows that the values of customers, the core values of company and the employees' self-benefit consideration will be the main factors which will influent the implementation on the service recovery in banking companies.

Copyright

© 2016, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Di Fan
PY  - 2016/08
DA  - 2016/08
TI  - The Influential Factors on the Service Recovery Implementation: Taking Banking Industry as an Example
BT  - Proceedings of the 2016 International Conference on Economics, Social Science, Arts, Education and Management Engineering
PB  - Atlantis Press
SP  - 285
EP  - 289
SN  - 2352-5398
UR  - https://doi.org/10.2991/essaeme-16.2016.59
DO  - 10.2991/essaeme-16.2016.59
ID  - Fan2016/08
ER  -