Improving complaints handling through delegation of authority

• Main Author: Dinglasan, Jeffrey P.
• Format: text
• Language: English
• Published: Animo Repository 2016
• Subjects: Delegation of authority; Banks and banking > Philippines
• Online Access: https://animorepository.dlsu.edu.ph/etd_masteral/5413
• Institution: De La Salle University

This action research addressed KLM Bank Mabini branch's operational issue concerning the lack of delegation of authority among the tellers and sales associate particularly on complaints handling. Delegation of authority was defined as sharing of ones authority who is holding a higher rank to a...