Purpose The purpose of this paper is to examine the relationship between operational risk
management and customer complaints. It also determines whether product complexity …

Understanding consumer buying behaviour is a crucial element of any business activities. In
a marketing-oriented economy, consumer buying behaviour represents a very significant …

Purpose This study aims to use a sample of 2,120 individual hotel properties between 2011
and 2013 to evaluate the impact of loyalty programs on hotel operational and financial …

This research aims to develop and test a model to reveal the influence of customer loyalty on
negative word-of-mouth communication and repurchase intentions. Data were gathered …

The management of operational risk is not a new practice; it has always been important for
banks to try to prevent fraud, and reduce errors in transaction processing in order to …

Orientation: Customer loyalty is crucial in the retail banking sector, given the increasing
competition within the industry and from emerging non-traditional players. Research …

This qualitative study investigated how bank managers can improve customer complaints by
reducing operational risks, such as system failures, policies and procedural glitches, and …

Entry of private and foreign banks after the onset of economic reforms of 1991 induced
severe competition in Indian banking industry. Banks are rushing towards acquiring more …

Abstract In Sri Lanka, telecommunications service industry is a high velocity industry in the
current business context and the mobile phone usage has drastically increased during the …

Purpose–The purpose of this paper is to examine the relationship between operational risk
management and customer complaints. It also determines whether product complexity …