The Effects of Failure Recovery Strategies on Customer Behaviours Via Complainants


Banks and Banks Systems, vol.2, no.3, pp.173-198, 2007 (Refereed Journals of Other Institutions)

  • Publication Type: Article / Article
  • Volume: 2 Issue: 3
  • Publication Date: 2007
  • Title of Journal : Banks and Banks Systems
  • Page Numbers: pp.173-198


The primary objective of this study is to investigate the effects of service recovery strategies
on customer satisfaction. Specifically, it examines the perception of justice in service recovery
and how it affects the level of satisfaction and behavioral outcomes. A total of 408 customers that
choosen with random sampling method, from four major Turkish banks were surveyed, and structural
equations models were used to verify the reliability and validity of the scale of perceived value.
Our results indicate that service failure recovery strategies in banks affect justice perceptions
directly. On the other hand, perceptions of justice influence satisfaction with recovery, overall firm
satisfaction, loyalty to the employee, loyalty to the organization.