Journal of
Italian
Banking
Association
year 100
Italian
Banking
Association
year 100
Customer Complaining Management in Italian banks, new trends and strategies
Stefano CosmaJune 2018 - n. 6
Jel codes: G21, G23
The dispute resolution system generates values and disincentives for incorrect practices. This goal should be pursued increasing the cost of opportunistic customer complaints supported by consultants who often have assumed an unforeseen role. The risk is, in the absence of regulatory corrections, that the system will be overloaded with unnecessary or biased disputes, that the resolution process becomes cumbersome, hindering the ability of Customer Complaining Management Systems to compose conflicts and generate relational value.
Interested in this paper?
Buy the issue