Home / Current Issue / Paper 1708408
A Conceptual Framework for Cross-Cultural Complaint Resolution and Service Recovery to Drive Client Success in Banking
Subject area: Science,Engineering and Technology · Area of research: Conceptual Framework
Abstract
In today?s globalized banking sector, institutions are increasingly interacting with a diverse clientele, which necessitates a more nuanced approach to complaint resolution and service recovery. This proposes a conceptual framework for addressing cross-cultural challenges in complaint management and service recovery to enhance client success in banking. As cultural differences significantly influence customer perceptions of service failures and recovery efforts, traditional complaint resolution models often fall short in meeting the needs of diverse clients. The proposed framework emphasizes the integration of cultural awareness, emotional intelligence, and personalized communication to ensure effective resolution and foster long-term client satisfaction. The framework is built upon key components, including understanding cultural values, adopting flexible service recovery strategies, and utilizing technology to cater to multilingual and multi-channel needs. A central focus is placed on building trust through transparent and empathetic communication while empowering bank staff with the necessary training and tools to navigate culturally diverse service interactions. Additionally, feedback loops and continuous improvement processes are incorporated to ensure the framework remains responsive to evolving client needs and cultural shifts. By providing a structured approach to cross-cultural complaint resolution, this framework not only improves the client experience but also positions banks to enhance customer loyalty, retention, and overall success. The review concludes with practical recommendations for banking institutions to adopt culturally sensitive service recovery strategies and highlights the need for ongoing adaptation to meet the demands of an increasingly diverse global marketplace. Ultimately, the framework presented offers a comprehensive model for driving client success in banking through effective and inclusive complaint resolution and service recovery practices.
Keywords
Conceptual framework, Cross-cultural, Complaint, Resolution, Service, Recovery, Drive client, Success, Banking
References
[1] Abioye, S.O., Oyedele, L.O., Akanbi, L., Ajayi, A., Delgado, J.M.D., Bilal, M., Akinade, O.O. and Ahmed, A., 2021. Artificial intelligence in the construction industry: A review of present status, opportunities and future challenges. Journal of Building Engineering, 44, p.103299.
[2] Adeniji, I.E., Kokogho, E., Olorunfemi, T.A., Nwaozomudoh, M.O., Odio, P.E. and Sobowale, A., 2022. Customized financial solutions: Conceptualizing increased market share among Nigerian small and medium enterprises. International Journal of Social Science Exceptional Research, 1(1), pp.128-140.
[3] Adewoyin, M.A., 2021. Developing frameworks for managing low-carbon energy transitions: overcoming barriers to implementation in the oil and gas industry.
[4] Adewoyin, M.A., 2022. Advances in risk-based inspection technologies: Mitigating asset integrity challenges in aging oil and gas infrastructure.
[5] Agarwal, A., Singhal, C. and Thomas, R., 2021. AI-powered decision making for the bank of the future. McKinsey & Company.
[6] Agho, G., Ezeh, M.O., Isong, M., Iwe, D. and Oluseyi, K.A., 2021. Sustainable pore pressure prediction and its impact on geo-mechanical modelling for enhanced drilling operations. World Journal of Advanced Research and Reviews, 12(1), pp.540-557.
[7] Ahmed, S., Bangassa, K. and Akbar, S., 2020. A study on trust restoration efforts in the UK retail banking industry. The British Accounting Review, 52(1), p.100871.
[8] Ajayi, A. & Akerele, J. I. (2021). A High-Impact Data-Driven Decision-Making Model for Integrating Cutting-Edge Cybersecurity Strategies into Public Policy, Governance, and Organizational Frameworks. International Journal of Multidisciplinary Research and Growth Evaluation, 2(1), pp. 623-637. DOI: https://doi.org/10.54660/IJMRGE.2021.2.1.623-637.
[9] Ajayi, A. & Akerele, J. I. (2022). A Scalable and Impactful Model for Harnessing Artificial Intelligence and Cybersecurity to Revolutionize Workforce Development and Empower Marginalized Youth. International Journal of Multidisciplinary Research and Growth Evaluation, 3(1), pp. 714-719. DOI: https://doi.org/10.54660/IJMRGE.2022.3.1.714-719.
[10] Ajayi, A. & Akerele, J. I.(2022). A Practical Framework for Advancing Cybersecurity, Artificial Intelligence and Technological Ecosystems to Support Regional Economic Development and Innovation. International Journal of Multidisciplinary Research and Growth Evaluation, 3(1), pp. 700-713. DOI: https://doi.org/10.54660/IJMRGE.2022.3.1.700-713.
[11] Ajayi, A., Udeh, C. A. & Okonkwo, C. A. (2022). The Impact of AI-Powered Learning Tools on STEM Education Outcomes: A Policy Perspective. International Journal of Multidisciplinary Comprehensive Research, 1(1), pp. 43-49. DOI: https://doi.org/10.54660/IJMCR.2022.1.1.43-49.
[12] Ajiga, D., Ayanponle, L. and Okatta, C.G., 2022. AI-powered HR analytics: Transforming workforce optimization and decision-making. International Journal of Science and Research Archive, 5(2), pp.338-346.
[13] Akintobi, A.O., Okeke, I.C. and Ajani, O.B., 2022. Advancing economic growth through enhanced tax compliance and revenue generation: Leveraging data analytics and strategic policy reforms. International Journal of Frontline Research in Multidisciplinary Studies, 1(2), pp.085-093.
[14] Akintobi, A.O., Okeke, I.C. and Ajani, O.B., 2022. Transformative tax policy reforms to attract foreign direct investment: Building sustainable economic frameworks in emerging economies. International Journal of Multidisciplinary Research Updates, 4(1), pp.008-015.
[15] Ashta, A. and Herrmann, H., 2021. Artificial intelligence and fintech: An overview of opportunities and risks for banking, investments, and microfinance. Strategic Change, 30(3), pp.211-222.
[16] Awa, H.O., Ikwor, N.K. and Ademe, D.G., 2021. Customer satisfaction with complaint responses under the moderation of involvement. Cogent Business & Management, 8(1), p.1905217.
[17] Awa, H.O., Nwobu, C.A. and Igwe, S.R., 2021. Service failure handling and resilience amongst airlines in Nigeria. Cogent Business & Management, 8(1), p.1892924.
[18] Bapat, D., 2021. Service Recovery and Continuity in Emerging Markets. In Services Marketing Issues in Emerging Economies (pp. 179-195). Singapore: Springer Singapore.
[19] Biswas, S., Carson, B., Chung, V., Singh, S. and Thomas, R., 2020. AI-bank of the future: Can banks meet the AI challenge. New York: McKinsey & Company.
[20] Borah, S.B., Prakhya, S. and Sharma, A., 2020. Leveraging service recovery strategies to reduce customer churn in an emerging market. Journal of the Academy of Marketing Science, 48, pp.848-868.
[21] Bristol-Alagbariya, B., Ayanponle, O.L. and Ogedengbe, D.E., 2022. Strategic frameworks for contract management excellence in global energy HR operations. GSC Advanced Research and Reviews, 11(3), pp.150-157.
[22] Bristol-Alagbariya, B., Ayanponle, O.L. and Ogedengbe, D.E., 2022. Integrative HR approaches in mergers and acquisitions ensuring seamless organizational synergies. Magna Scientia Advanced Research and Reviews, 6(1), pp.78-85.
[23] Bristol-Alagbariya, B., Ayanponle, O.L. and Ogedengbe, D.E., 2022. Developing and implementing advanced performance management systems for enhanced organizational productivity. World Journal of Advanced Science and Technology, 2(1), pp.39-46.
[24] Bristol-Alagbariya, B., Ayanponle, O.L. and Ogedengbe, D.E., 2023. Frameworks for
[25] Cherukuri, H.A.R.S.H.I.T.A., Singh, S.P. and Vashishtha, S., 2020. Proactive issue resolution with advanced analytics in financial services. The International Journal of Engineering Research, 7(8), pp.a1-a13.
[26] Chung, V., Gomes, M., Rane, S., Singh, S. and Thomas, R., 2020. Reimagining customer engagement for the AI bank of the future. McKinsey & Company.
[27] Decock, S., De Clerck, B., Lybaert, C. and Plevoets, K., 2021. Testing the various guises of conversational human voice: the impact of formality and personalization on customer outcomes in online complaint management. Journal of Internet Commerce, 20(1), pp.1-24.
[28] Dienagha, I.N., Onyeke, F.O., Digitemie, W.N. and Adekunle, M., 2021. Strategic reviews of greenfield gas projects in Africa: Lessons learned for expanding regional energy infrastructure and security.
[29] Egbuhuzor, N.S., Ajayi, A.J., Akhigbe, E.E., Agbede, O.O., Ewim, C.P.M. and Ajiga, D.I., 2021. Cloud-based CRM systems: Revolutionizing customer engagement in the financial sector with artificial intelligence. International Journal of Science and Research Archive, 3(1), pp.215-234.
[30] El-Sayegh, S., Ahmad, I., Aljanabi, M., Herzallah, R., Metry, S. and El-Ashwal, O., 2020. Construction disputes in the UAE: Causes and resolution methods. Buildings, 10(10), p.171.
[31] Erasmus, J., Vanderfeesten, I., Traganos, K., Keulen, R. and Grefen, P., 2020. The HORSE project: the application of business process management for flexibility in smart manufacturing. Applied Sciences, 10(12), p.4145.
[32] ERDURAN, G.Y. and LORCU, F., 2020. The investigation of online customer complaints in the banking sector by text mining. Business & Management Studies: An International Journal, 8(5), pp.3835-3866.
[33] Ezeafulukwe, C., Okatta, C.G. and Ayanponle, L., 2022. Frameworks for sustainable human resource management: Integrating ethics, CSR, and Data-Driven Insights.
[34] Fouroudi, P., Kitchen, P.J., Marvi, R., Akarsu, T.N. and Uddin, H., 2020. A bibliometric investigation of service failure literature and a research agenda. European Journal of Marketing, 54(10), pp.2575-2619.
[35] Friday, S. C., Lawal, C. I., Ayodeji, D. C., & Sobowale, A. (2022). Strategic Model for Building Institutional Capacity in Financial Compliance and Internal Controls Across Fragile Economies. International Journal of Multidisciplinary Research and Growth Evaluation, 3(1), 944–954. https://doi.org/10.54660/.IJMRGE.2022.3.1.944-954
[36] Fuoli, M., Clarke, I., Wiegand, V., Ziezold, H. and Mahlberg, M., 2021. Responding effectively to customer feedback on Twitter: A mixed methods study of webcare styles. Applied linguistics, 42(3), pp.569-595.
[37] Gedye, S., Dismore, H., Muneer, R. and Cotton, D., 2021. Damage Limitation: Learning Lessons from Complaints and Appeals Staff on the Handling of Student Grievance. Higher Education Policy, 34(2), pp.520-539.
[38] Gino, F. and Coffman, K., 2021. Unconscious bias training that works. Harvard Business Review, 99(5), pp.114-123.
[39] Godager, B., Onstein, E. and Huang, L., 2021. The concept of enterprise BIM: Current research practice and future trends. Ieee Access, 9, pp.42265-42290.
[40] Gonda, G., Gorgenyi-Hegyes, E., Nathan, R.J. and Fekete-Farkas, M., 2020. Competitive factors of fashion retail sector with special focus on SMEs. Economies, 8(4), p.95.
[41] Greve, M., Masuch, K., Hengstler, S. and Trang, S., 2020. Overcoming Digital Challenges: A Cross-Cultural Experimental Investigation of Recovering from Data Breaches. In ICIS.
[42] Grinin, L., Grinin, A. and Korotayev, A., 2021. Global trends and forecasts of the 21st century. World Futures, 77(5), pp.335-370.
[43] Haw, J., Polzer, J. and Devine, D.V., 2020. Emotional labour and cord blood collection: frontline perspectives. Journal of Health Organization and Management, 34(5), pp.587-601.
[44] Hobeika, J., 2021. Measuring stereotypes in the banking industry–an application to client relational benefits. International Journal of Bank Marketing, 39(7), pp.1292-1309.
[45] Javornik, A., Filieri, R. and Gumann, R., 2020. “Don't forget that others are watching, too!” The effect of conversational human voice and reply length on observers’ perceptions of complaint handling in social media. Journal of Interactive Marketing, 50(1), pp.100-119.
[46] Jha, N., Prashar, D. and Nagpal, A., 2021. Combining artificial intelligence with robotic process automation—an intelligent automation approach. Deep learning and big data for intelligent transportation: enabling technologies and future trends, pp.245-264.
[47] Kamath, P.R., Pai, Y.P. and Prabhu, N.K., 2020. Determinants of recovery satisfaction and service loyalty: the differing effects of service recovery system and service recovery performance. Journal of Service Theory and Practice, 30(6), pp.643-679.
[48] Katan, D. and Taibi, M., 2021. Translating cultures: An introduction for translators, interpreters and mediators. Routledge.
[49] Keiningham, T., Aksoy, L., Bruce, H.L., Cadet, F., Clennell, N., Hodgkinson, I.R. and Kearney, T., 2020. Customer experience driven business model innovation. Journal of Business Research, 116, pp.431-440.
[50] Lameras, P. and Arnab, S., 2021. Power to the teachers: an exploratory review on artificial intelligence in education. Information, 13(1), p.14.
[51] Maamari, B.E. and Wasfi, H.S., 2020. The effects of service recovery on customer satisfaction and customer loyalty in banks. International Journal of Technology Marketing, 14(4), pp.403-424.
[52] Manoharan, A. and Nagar, G., 2021. Maximizing learning trajectories: an investigation into AI-driven natural language processing integration in online educational platforms. International Research Journal of Modernization in Engineering Technology and Science, 3, pp.01-10.
[53] Mathew, S., Jose, A. and Chacko, D.P., 2020. Examining the relationship between e-service recovery quality and e-service recovery satisfaction moderated by perceived justice in the banking context. Benchmarking: An International Journal, 27(6), pp.1951-1980.
[54] Matyushok, V., Vera Krasavina, V., Berezin, A. and Sendra García, J., 2021. The global economy in technological transformation conditions: A review of modern trends. Economic Research-Ekonomska Istraživanja, 34(1), pp.1471-1497.
[55] Mogaji, E., Adeola, O., Hinson, R.E., Nguyen, N.P., Nwoba, A.C. and Soetan, T.O., 2021. Marketing bank services to financially vulnerable customers: evidence from an emerging economy. International Journal of Bank Marketing, 39(3), pp.402-428.
[56] Morgeson III, F.V., Hult, G.T.M., Mithas, S., Keiningham, T. and Fornell, C., 2020. Turning complaining customers into loyal customers: Moderators of the complaint handling–Customer loyalty relationship. Journal of Marketing, 84(5), pp.79-99.
[57] Nguyen, Q., Ladkin, A. and Osman, H., 2022. What helps or hinders the emotional intelligence practice? A study of Vietnamese hotel workers. International Journal of Contemporary Hospitality Management, 34(2), pp.534-554.
[58] Nwaozomudoh, M.O., Odio, P.E., Kokogho, E., Olorunfemi, T.A., Adeniji, I.E. and Sobowale, A., 2021. Developing a conceptual framework for enhancing interbank currency operation accuracy in Nigeria's banking sector. International Journal of Multidisciplinary Research and Growth Evaluation, 2(1), pp.481-494.
[59] Odio, P.E., Kokogho, E., Olorunfemi, T.A., Nwaozomudoh, M.O., Adeniji, I.E. and Sobowale, A., 2022. A conceptual model for reducing operational delays in currency distribution across Nigerian banks. International Journal of Social Science Exceptional Research, 1(6), pp.17-29.
[60] Odio, P.E., Kokogho, E., Olorunfemi, T.A., Nwaozomudoh, M.O., Adeniji, I.E. and Sobowale, A., 2021. Innovative financial solutions: A conceptual framework for expanding SME portfolios in Nigeria's banking sector. International Journal of Multidisciplinary Research and Growth Evaluation, 2(1), pp.495-507.
[61] Oluokun, O.A., 2021. Design of a Power System with Significant Mass and Volume Reductions, Increased Efficiency, and Capability for Space Station Operations Using Optimization Approaches (Doctoral dissertation, McNeese State University).
[62] Olutimehin, D.O., Falaiye, T.O., Ewim, C.P.M. and Ibeh, A.I., 2021. Developing a framework for digital transformation in retail banking operations. Int J Manag Organ Res.
[63] Onoja, J.P. and Ajala, O.A., 2022. Innovative telecommunications strategies for bridging digital inequities: A framework for empowering underserved communities. GSC Advanced Research and Reviews, 13(01), pp.210-217.
[64] Othman, B.A., Harun, A., De Almeida, N.M. and Sadq, Z.M., 2021. The effects on customer satisfaction and customer loyalty by integrating marketing communication and after sale service into the traditional marketing mix model of Umrah travel services in Malaysia. Journal of islamic marketing, 12(2), pp.363-388.
[65] Oyedokun, O.O., 2019. Green human resource management practices and its effect on the sustainable competitive edge in the Nigerian manufacturing industry (Dangote) (Doctoral dissertation, Dublin Business School).
[66] Ozobu, C.O., Adikwu, F., Odujobi, O., Onyekwe, F.O. and Nwulu, E.O., 2022. A conceptual model for reducing occupational exposure risks in high-risk manufacturing and petrochemical industries through industrial hygiene practices. Int J Soc Sci Exceptional Res, 1(1), pp.26-37.
[67] Popo-Olaniyan, O., James, O.O., Udeh, C.A., Daraojimba, R.E. and Ogedengbe, D.E., 2022. Future-Proofing human resources in the US with AI: A review of trends and implications. International Journal of Management & Entrepreneurship Research, 4(12), pp.641-658.
[68] Popo-Olaniyan, O., James, O.O., Udeh, C.A., Daraojimba, R.E. and Ogedengbe, D.E., 2022. A review of us strategies for stem talent attraction and retention: challenges and opportunities. International Journal of Management & Entrepreneurship Research, 4(12), pp.588-606.
[69] Popo-Olaniyan, O., James, O.O., Udeh, C.A., Daraojimba, R.E. and Ogedengbe, D.E., 2022. Review of advancing US innovation through collaborative HR ecosystems: A sector-wide perspective. International Journal of Management & Entrepreneurship Research, 4(12), pp.623-640.
[70] Qadiri, R.M., Shabir, N. and Qadri, M., 2020. Conceptualizing possibilities of artificial intelligence in furtherance of the banking sector: an effective tool for improving customer relationship, customer service and public relations.
[71] Rashid, M.H.U., Nurunnabi, M., Rahman, M. and Masud, M.A.K., 2020. Exploring the relationship between customer loyalty and financial performance of banks: Customer open innovation perspective. Journal of Open Innovation: Technology, Market, and Complexity, 6(4), p.108.
[72] Sathisha, M., 2020. Linguistic and cultural challenges faced by translators. International Journal of Psychosocial Rehabilitation, 24(2), pp.178-182.
[73] Sun, S., Gao, Y. and Rui, H., 2021. Does active service intervention drive more complaints on social media? The roles of service quality and awareness. Journal of Management Information Systems, 38(3), pp.579-611.
[74] Tula, O.A., Adekoya, O.O., Isong, D., Daudu, C.D., Adefemi, A. and Okoli, C.E., 2004. Corporate advising strategies: A comprehensive review for aligning petroleum engineering with climate goals and CSR commitments in the United States and Africa. Corp Sustain Manag J, 2(1), pp.32-8.
[75] Virkus, S. and Salman, A., 2021. Effective leadership behaviours and information culture in the higher education institution. Global Knowledge, Memory and Communication, 70(4/5), pp.418-441.
[76] Walwema, J., 2020. A values-driven approach to technical communication. Technical Communication, 67(1), pp.7-37.
[77] Wang, K.L., Nguyen, H., Johnson, A. and Groth, M., 2021. Caught out! The role of customer emotional intelligence and dual thinking processes in perceptions of frontline service employees' inauthentic positive displays. Psychology & Marketing, 38(12), pp.2191-2208.
[78] Washington, A.N., 2020, February. When twice as good isn't enough: The case for cultural competence in computing. In Proceedings of the 51st ACM technical symposium on computer science education (pp. 213-219).
[79] Wilson, A., Zeithaml, V., Bitner, M.J. and Gremler, D., 2020. EBK: Services marketing: Integrating customer service across the firm 4e. McGraw Hill.
[80] Wu, F., Dixon-Woods, M., Aveling, E.L., Campbell, A., Willars, J., Tarrant, C., Bates, D.W., Dankers, C., Mitchell, I., Pronovost, P. and Martin, G.P., 2021. The role of the informal and formal organisation in voice about concerns in healthcare: a qualitative interview study. Social Science & Medicine, 280, p.114050.
How to cite this paper
@article{1708408,
author = {Lydia Githinji, Daphine Nyangoma},
title = {A Conceptual Framework for Cross-Cultural Complaint Resolution and Service Recovery to Drive Client Success in Banking},
journal = {Iconic Research And Engineering Journals},
year = {2022},
volume = {6},
number = {5},
pages = {223-237},
issn = {2456-8880},
url = {https://www.irejournals.com/formatedpaper/1708408.pdf},
abstract = {In today?s globalized banking sector, institutions are increasingly interacting with a diverse clientele, which necessitates a more nuanced approach to complaint resolution and service recovery. This proposes a conceptual framework for addressing cross-cultural challenges in complaint management and service recovery to enhance client success in banking. As cultural differences significantly influence customer perceptions of service failures and recovery efforts, traditional complaint resolution models often fall short in meeting the needs of diverse clients. The proposed framework emphasizes the integration of cultural awareness, emotional intelligence, and personalized communication to ensure effective resolution and foster long-term client satisfaction. The framework is built upon key components, including understanding cultural values, adopting flexible service recovery strategies, and utilizing technology to cater to multilingual and multi-channel needs. A central focus is placed on building trust through transparent and empathetic communication while empowering bank staff with the necessary training and tools to navigate culturally diverse service interactions. Additionally, feedback loops and continuous improvement processes are incorporated to ensure the framework remains responsive to evolving client needs and cultural shifts. By providing a structured approach to cross-cultural complaint resolution, this framework not only improves the client experience but also positions banks to enhance customer loyalty, retention, and overall success. The review concludes with practical recommendations for banking institutions to adopt culturally sensitive service recovery strategies and highlights the need for ongoing adaptation to meet the demands of an increasingly diverse global marketplace. Ultimately, the framework presented offers a comprehensive model for driving client success in banking through effective and inclusive complaint resolution and service recovery practices.},
keywords = {Conceptual framework, Cross-cultural, Complaint, Resolution, Service, Recovery, Drive client, Success, Banking},
month = {November},
}