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Quantitative data are collected to examine the impact of the banking channel and the update message style on customers\u2019 perceptions of their relationship with the bank. The results indicate that update messages are a reassurance tool for the bank to use for customers who had cause to raise a complaint. The preferred channels of communication with the customer base for update messages are email and Internet banking. Also, customer-brand relationship was found to be higher for complaint-specific content in the messages than for generic messages.<\/p>","DOI":"10.4018\/jthi.2012040103","type":"journal-article","created":{"date-parts":[[2012,5,16]],"date-time":"2012-05-16T14:06:34Z","timestamp":1337177194000},"page":"43-55","source":"Crossref","is-referenced-by-count":0,"title":["Remote Channel Customer Contact Strategies for Complaint Update Messages"],"prefix":"10.4018","volume":"8","author":[{"given":"Gary","family":"Douglas","sequence":"first","affiliation":[{"name":"University of Edinburgh, UK"}]},{"given":"Hazel","family":"Morton","sequence":"additional","affiliation":[{"name":"University of Edinburgh, UK"}]},{"given":"Mervyn","family":"Jack","sequence":"additional","affiliation":[{"name":"University of Edinburgh, UK"}]}],"member":"2432","reference":[{"key":"jthi.2012040103-0","author":"D.Aaker","year":"1996","journal-title":"Building strong brands"},{"key":"jthi.2012040103-1","first-page":"393","article-title":"A brand as a character, a partner and a person: Three perspectives on the question of brand personality.","volume":"22","author":"J.Aaker","year":"1995","journal-title":"Advances in Consumer Research. 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