Service Failure, Recovery and Recovery Outcomes in the Ghanaian Banking Industry

Abstract

This research was conducted using a sample of 135 customers of banks in Ghana who have experienced service failure and complained about the failure, to assess the effects of service recovery on recovery outcomes. The study used the purposive sampling technique to select the customers for the survey

The findings of this study indicate that customers are far from satisfied with the recovery measures that are currently being implemented by their banks. This is an indication that Ghanaian banks still have a lot to do to recover effectively from service failure, which is inevitable in their business transactions.

Keywords: Service failure, recovery outcomes, service recovery.