Table · dataset · 2026
Data for 'Reply, but do not respond: A justice theory and signalling analysis of templated webcare in Indian banking'
Listed in figshare
<p dir="ltr">In Indian retail banking, mobile applications have become a primary venue for webcare.
Description
Yet, the dyadic structure of review-and-reply exchanges has not been systematically examined, and the prevalence of verbatim templated replies has not been quantified. Drawing on service-recovery justice theory and signalling theory, this study analyses 12,790 review–reply pairs from eight Indian banking apps operated by seven scheduled commercial banks over eleven months. .
Verbatim templating is widespread: 61.9% of replies recur at least five times within a single app. Reply sentiment is positive in 78.8% of responses to negative reviews and largely decoupled from review valence. Public-sector apps reply more slowly than private-sector, and template more heavily.
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The findings suggest that banking webcare in India is largely performative, a low-cost signal that may dilute rather than convey responsiveness.</p>
Links
Where it is published
- DOI doi.org/10.6084/m9.figshare.33793678.v1 ↗
DOI / persistent id · from figshare com
Catalogue records · 1
- OAI-PMH record api.figshare.com/v2/oai?verb=GetRecord&metadataPrefix=oai_dc&identifier=oai%3Af… ↗
metadata API · from figshare com
Topics
- From keywords
- Astronomy & Astrophysics · Chemistry · Computer Science & AI · Consumer behaviour · Earth & Environmental Science · Economics & Finance · Engineering · Humanities · Life Sciences · Marketing communications · Medicine & Health · Ocean & Atmospheric Science · Psychology & Behavioral Science · Service marketing · Social Science
Provenance · 1 source records, 20 field assertions
| Source | Key | Last seen | Raw |
|---|---|---|---|
| figshare | oai:figshare.com:article/33793678 | 7 d ago | JSON v1 |
| Field | Assertion | Extractor | Evidence |
|---|---|---|---|
| access_level | source · figshare com | connector:figshare_com@1.0.0 | |
| concepts[field].anzsrc:field:350601 | mapping · figshare com | vocabulary-mapper@1.0.0 | keywords['Consumer behaviour'] |
| concepts[field].anzsrc:field:350604 | mapping · figshare com | vocabulary-mapper@1.0.0 | keywords['Marketing communications'] |
| concepts[field].anzsrc:field:350611 | mapping · figshare com | vocabulary-mapper@1.0.0 | keywords['Service marketing'] |
| concepts[field].local:field:astronomy | mapping · figshare com | connector:figshare_com@1.0.0 | |
| concepts[field].local:field:chemistry | mapping · figshare com | connector:figshare_com@1.0.0 | |
| concepts[field].local:field:computer-science-ai | mapping · figshare com | connector:figshare_com@1.0.0 | |
| concepts[field].local:field:earth-environmental | mapping · figshare com | connector:figshare_com@1.0.0 | |
| concepts[field].local:field:economics-finance | mapping · figshare com | connector:figshare_com@1.0.0 | |
| concepts[field].local:field:engineering | mapping · figshare com | connector:figshare_com@1.0.0 | |
| concepts[field].local:field:humanities | mapping · figshare com | connector:figshare_com@1.0.0 | |
| concepts[field].local:field:life-sciences | mapping · figshare com | connector:figshare_com@1.0.0 | |
| concepts[field].local:field:medicine-health | mapping · figshare com | connector:figshare_com@1.0.0 | |
| concepts[field].local:field:ocean-atmospheric | mapping · figshare com | connector:figshare_com@1.0.0 | |
| concepts[field].local:field:psychology-behavioral | mapping · figshare com | connector:figshare_com@1.0.0 | |
| concepts[field].local:field:social-science | mapping · figshare com | connector:figshare_com@1.0.0 | |
| description | source · figshare com | connector:figshare_com@1.0.0 | /metadata/dc/description |
| license | source · figshare com | connector:figshare_com@1.0.0 | /metadata/dc/rights |
| publication_date | source · figshare com | connector:figshare_com@1.0.0 | |
| title | source · figshare com | connector:figshare_com@1.0.0 | /metadata/dc/title |