Strategic Recovery Responses to Service Failures in Pakistan's Public Banks

Anwar, Sohail

You are here : University of Gloucestershire > Research > Research Repository

Strategic Recovery Responses to Service Failures in Pakistan's Public Banks

Tools

Anwar, Sohail (2025) Strategic Recovery Responses to Service Failures in Pakistan's Public Banks. DBA thesis, University of Gloucestershire. doi:10.46289/YWGU8954

Preview

Text (© Sohail Anwar, 2025)
16465 Anwar, Sohail (2025) Strategic Recovery Responses to Service Failures in Pakistan's Public Banks.pdf - Accepted Version
Available under License All Rights Reserved.
Download (2MB) | Preview

Official URL: http://eprints.glos.ac.uk/16465

Abstract

This thesis presents an in-depth exploration of service failures and recovery strategies within the public banking sector of Pakistan. The ultimate aim is to design an effective, contextually relevant, and sustainable service recovery framework. The research adopts a qualitative approach, leveraging interviews from both customers and managers of public banks to garner a holistic understanding of the prevalent service failure themes and recovery strategies, and their implications for customer satisfaction, trust, and overall bank performance. The core dimension of service failure analysed in the study revolves around policy gaps, procedural inefficiencies, inadequate communication, and infrastructural limitations within Pakistan's public banking sector. Meanwhile, the global and local public service recovery strategies scrutinized underscore the need for prompt recovery responses, transparency, employee empowerment, adequate redress, and continuous improvement. In response to these issues, and taking into account insights from both Public Service Motivation theory and the Commitment Trust Theory, the study culminates in a contextualized, 10-step service recovery framework for public banks in Pakistan. The framework encapsulates essential steps to acknowledge and manage service failure, including prompt responses, transparency and communication, employee empowerment, apologies and empathy, assurance of non-recurrence, compensation or redress, follow-up, employee training and continuous improvement. The implementation of the proposed framework could enhance customer satisfaction and trust, and significantly improve the operational effectiveness and overall performance of the public banking sector. Furthermore, the research offers invaluable theoretical contributions by aligning aspects of the PSM and Commitment Trust theory with service recovery strategies. These findings are significant for both researchers and practitioners in the public banking sector, and could serve as a blueprint for other service sectors within Pakistan and other similar contexts. The thesis concludes with key recommendations for public banks to avoid service failure by implementing effective recovery strategies. It also provides an evaluation model for the 10-step framework, and sheds light on potential implementation challenges and solutions. Future research directions are also proposed to address the limitations that are identified, and to extend the study's contribution to knowledge.

Item Type:

Thesis (DBA)

Thesis Advisors: