The influence of perceived justice on service satisfaction and behaviour intentions following service recovery efforts in retail banking

Abstract: Purpose: The interactional and distributive dimensions of perceived justice as one of its objectives is to reveal the link between perceived justice and service satisfaction. This study considers the influence of the perceived justice that South African retail bank customers experience, based on: the service recovery efforts of these banks in response to their complaints, the customers’ service satisfaction, and, consequently, the behavioural intention towards these banks. Design/Methodology/approach: This study focuses on the perceived justice construct where a service failure has occurred followed by a customer complaint and a resultant service provider response. Two-hundred and eighty-one respondents completed a structured self-administered questionnaire. Findings: The study found that interactional and distributive justice experienced in response to the service recovery efforts of a bank significantly and positively influence service satisfaction, and that service satisfaction in turn significantly and positively influences the behavioural intention of these customers. However, it was found that interactional and distributive justice had no direct effect on behavioural intention. Research implications: The research model tested addresses the interfaces between service receivers’ perception of interactional justice, distributional justice and service satisfaction as well as the interface between service satisfaction and behavioural intention. The tested research model indicates that both are interrelated through service satisfaction. Managerial implications: It is evident from the findings that retail banks should utilise the service encounter that follows a customer complaint as a desirable prospect to implement strategies to recover from service failures in an effort to bring about perceived justice that will ultimately influence customers’ levels of service satisfaction and behavioural intention. Originality/Value: This study contributes to build a nomological framework of constructs in service encounters consisting of service receivers’ perceived justice, service satisfaction and behavioural intention

The interrelationship between internal marketing, employee perceived quality and customer satisfaction – a conventional banking perspective

Abstract: This study explores how internal marketing influences employees’ perceived ability to deliver service quality in the conventional banking industry in Oman. The influence of employee perceived service quality on customer satisfaction is also established. Data was obtained from retail banking branch employees at the customer front line of conventional banks in Oman using electronic surveys. A total of 355 responses were obtained for data analysis. The measurement and structural models were measured through structural equation modelling. The findings reveal that internal price, internal promotion, and internal performance management are influencers of service quality, with the latter having a direct relationship with customer satisfaction. In addition, service quality has a positive influence on customer satisfaction in conventional banks in Oman. The findings can guide conventional banking management in Oman on how internal marketing can promote service quality, ultimately leading to positive customer satisfaction experiences

Support staff experience in the effective functioning of universities : a co‐creation perspective

Abstract: African Tertiary institutions (universities) are confronted with many challenges including those of poorly supported students, academics that have little resources to conduct their jobs, and support staff that are deemed as “less important”. In order to develop the African tertiary institution into one that can compete on a global level and develop students that can find creative and context related solutions to burgeoning African business problems, it is essential that these institutions understand how all areas of the institution function collectively and support each other. The concept of systems theory states that all areas within the institution should work in an integrated way and combining the aspect of co‐creation, each area should co‐ create and increase the value provided to each stakeholder at each point of interaction. The aim of this study is to explore the experiences of support staff within an African Tertiary institution in order to identify where gaps in the service delivery and the overall co‐creation process lie. An exploratory research design and interpretivistic research philosophy was used to conduct qualitative in‐depth interviews with 10 support staff (ranging from programme co‐ordinators to general academic support staff, faculty officers and secretaries). From the nine themes identified from the findings it is evident that support staff deal with many stakeholders within the tertiary institution and that it is important to ensure that daily tasks and systems are improved for better co‐creation with other stakeholders