MANAGING COMPLAINTS IN THE CHILEAN RETAIL BANKING

Authors

  • Fredy Valenzuela University of New England

DOI:

https://doi.org/10.14210/alcance.v15n1.p09-22

Abstract

Chilean banks lack valid information on which to base their decisions on how to manage customers' complaints. Accordingly, 25 Chilean banking customers were interviewed in-depth about past complaints experiences. The results show that customers were not concerned if banks took time to resolve a complaint, provided they did not have to spend too much of their own time on the process, and provided the bank employees were honest about the time it would take to resolve the complaint. In addition, customers did not expect to be compensated, beyond having the negative consequences of the bank mistake reversed.

Downloads

Published

2008-07-30

Issue

Vol. 15 No. 1(Jan-Abr) (2008)

Section

Article

License

In this statement of responsibility, I/we certify that I/we participated in the preparation of the attached article, thus making my/our responsibility for its content public. I/we declare that we have not omitted any links or financing agreements between me/us and entities and/or institutions that may have an interest in the publication of this article. I/we certify that the article is original and the work, either in total or in part, or any other work of my/our authorship with substantially similar content, has not been nor will be sent in any format (printed or electronic) to another periodical while its publication is being considered by Revista Alcance. In this consent form, the associated authors give permission to Revista Alcance, in the case of approval by its Editorial Board, to publish the attached article in electronic copy in a regular edition of the journal and to load it to the database.