• Abstract

    MANAGING COMPLAINTS IN THE CHILEAN RETAIL BANKING

    DOI 10.14210/alcance.v15n1.p09-22
    Published date: 30/07/2008
    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.

Revista Alcance

Revista Alcance is a Brazilian free access journal, published every four months, linked to the Graduate Program in Administration and the Professional Master’s degree in Administration, Internationalization and Logistics Program of the University of Vale do Itajaí – Univali. We seek to publish theoretical-empirical and technological articles in the areas of Business Administration. Different theoretical and methodological perspectives are welcome, as long as they are consistent with and relevant to the development of the area.

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