@article{H{\"u}bnerHerbergerCharifzadeh2024,
  author    = {H{\"u}bner, Felix and Herberger, Tim and Charifzadeh, Michel},
  title     = {Determinants of customer recovery in retail banking : lessons from a German banking case study},
  journal   = {Journal of financial services marketing},
  volume    = {29},
  issn      = {1363-0539},
  doi       = {10.1057/s41264-023-00224-w},
  institution = {ESB Business School},
  pages     = {655 -- 682},
  year      = {2024},
  abstract  = {Due to the increased willingness of retail banking customers to switch and churn their banking relationships, a question arises: Is it possible to win back lost customers, and if so, is such a possibility even desirable after all economic factors have been considered? To answer these questions, this paper examines selected determinants for the recovery of terminated customer-bank relationships from the perspective of former customers. This study therefore evaluates for the first time, empirically and systematically with reference to a German Sparkasse as a case-study setting, whether lost customers have a sufficient general willingness to return (GWR) a retail banking relationship. From our results, a correlation is shown between the GWR a banking relationship and some specific determinants: seeking variety, attractiveness of alternatives and customer satisfaction with the former business relationship. In addition, we show that a customer's GWR varies depending on the reason for churn and is surprisingly greater when the customer defected for reasons that lie within the scope of the customer himself. Despite the case-study character, however, our results provide relevant insights for other banks and, in particular, this applies to countries with a comparable banking system.},
  language  = {en}
}