A Conceptual Framework for Cross-Cultural Complaint Resolution and Service Recovery to Drive Client Success in Banking

• Author(s): Lydia Githinji ; Daphine Nyangoma
• Paper ID: 1708408
• Page: 223-237
• Published Date: 27-12-2022
• Published In: Iconic Research And Engineering Journals
• Publisher: IRE Journals
• e-ISSN: 2456-8880
• Volume/Issue: Volume 6 Issue 5 November-2022

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

Citations

IRE Journals:
Lydia Githinji , Daphine Nyangoma "A Conceptual Framework for Cross-Cultural Complaint Resolution and Service Recovery to Drive Client Success in Banking" Iconic Research And Engineering Journals Volume 6 Issue 5 2022 Page 223-237

IEEE:
Lydia Githinji , Daphine Nyangoma "A Conceptual Framework for Cross-Cultural Complaint Resolution and Service Recovery to Drive Client Success in Banking" Iconic Research And Engineering Journals, 6(5)