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Advances in Culture, Tourism and Hospitality Research
Trade Tales: Decoding Customers' StoriesAvailable to Purchase
By
Arch G. Woodside
Arch G. Woodside
Curtin University, Australia
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Author and Other Information
Arch G. Woodside
Curtin University, Australia
Emerald Publishing Limited
Volume
14
DOI:
https://doi.org/10.1108/S1871-3173201714
ISBN electronic:
978-1-78714-278-7
ISBN print:
978-1-78714-691-4
Series ISSN:
1871-3173
Publication date:
2017
Book Chapter

Chapter 25: Strike Three. You’re Out! Service Recovery in Retail Banking Services Available to Purchase

By
Jiangeng Yeh;
Jiangeng Yeh
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Po-Ju Chen
Po-Ju Chen
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Author and Other Information
Jiangeng Yeh, Po-Ju Chen
Copyright © 2018 Emerald Publishing Limited
2018
Emerald Publishing Limited
Doi:
https://doi.org/10.1108/S1871-317320170000014033
  • Published:
    2017
Copyright © 2018 Emerald Publishing Limited
2018
Emerald Publishing Limited

Abstract

An existing customer goes to his bank to apply for a debit card. The bank required that the customer provide additional supportive documents and complete a pending procedure. However, after two visits, the employee failed to inform the customer of the additional procedure that should be completed. With multiple visits to the bank to complete the application, the customer filed a complaint. What should the bank do?

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