How to Build Satisfaction and Customer Loyalty with a Focus On Complaints Handling (Review of the Scientific Literature)
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- Juan Carlos Fandos Roig & Javier Sánchez García & Miguel Ángel Moliner Tena, 2009. "Perceived value and customer loyalty in financial services," The Service Industries Journal, Taylor & Francis Journals, vol. 29(6), pages 775-789, June.
- Chebat, Jean-Charles & Davidow, Moshe & Borges, Adilson, 2011. "More on the role of switching costs in service markets: A research note," Journal of Business Research, Elsevier, vol. 64(8), pages 823-829, August.
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- A. Salim & M. Setiawan & R. Rofiaty & F. Rohman, 2018. "Focusing on Complaints Handling for Customer Satisfaction and Loyalty: The Case of Indonesian Public Banking," European Research Studies Journal, European Research Studies Journal, vol. 0(3), pages 404-416.
- A. Salim & M. Setiawan & R. Rofiaty & F. Rohman, 2018. "Focusing on Complaints Handling for Customer Satisfaction and Loyalty: The Case of Indonesian Public Banking," European Research Studies Journal, European Research Studies Journal, vol. 0(3), pages 404-416.
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More about this item
Keywords
Bank Service Quality; Handling of Customer Complaints; Customer Satisfaction; Customer Loyalty; Public Sector Banks; Indonesia.;All these keywords.
JEL classification:
- D11 - Microeconomics - - Household Behavior - - - Consumer Economics: Theory
- D21 - Microeconomics - - Production and Organizations - - - Firm Behavior: Theory
- G21 - Financial Economics - - Financial Institutions and Services - - - Banks; Other Depository Institutions; Micro Finance Institutions; Mortgages
NEP fields
This paper has been announced in the following NEP Reports:- NEP-MKT-2017-10-08 (Marketing)
- NEP-SEA-2017-10-08 (South East Asia)
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