Customer satisfaction antecedents within service recovery context

Abstract

Purpose – The intense queuing phenomenon in Chinese banks has been a critical issue for bank managers for a long time, especially in big cities, which increases the possibility of customer dissatisfaction. Against this background, the purpose of this paper is to explore the antecedents of post‐recovery satisfaction within China's "Big 4" commercial banks. By tracking the nature of service failures and examining the overall performance of the service recovery process in the Chinese banking industry, the authors aim to investigate how customer expectations, their perception of recovery justice and recovery quality affect customer satisfaction under service recovery context.

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