Mazer, RafeGarg, Nitin2016-06-172016-06-172015-12https://hdl.handle.net/10986/24565This actual case highlights the importance of an efficient customer recourse system. Recourse systems can help consumers overcome the challenges related to product adoption and continued use by helping resolve initial problems or challenges quickly, which can build trust in providers and their products, and increase uptake and customer retention. Effective recourse, and the key principles of awareness, access, timeliness, and fairness associated with effective recourse systems, becomes all the more relevant in the case of digital financial services (DFS), which still face trust deficits among some consumers.en-USCC BY 3.0 IGOCREDIT PRODUCTSFINANCIAL SERVICESDEPOSITRISKSDEPOSITSCUSTOMERSTOCKINCOMECAPABILITYHEALTH INSURANCEMONITORINGLOAN PRODUCTINCENTIVESDISTRIBUTION CHANNELSLOANBUSINESS MODELSFRAUDSBORROWERSINSURANCE CLAIMSPRODUCT DESIGNSSTATE BANKINSTITUTIONSADVERTISINGSAVINGSIDENTIFICATION NUMBERSTELECOMMUNICATIONSCOMMERCIAL BANKFINANCIAL SERVICE PROVIDERPRODUCTSCOORDINATION MECHANISMSOPTIONSMOBILE NETWORKFINANCIAL INSTITUTIONSMARKETSLIMITED ACCESSDEFICITSFINANCIAL PRODUCTSSERVICE PROVIDERLOANSCALL CENTERBRANDCAPABILITIESTRANSACTIONSUSERSPHONETRANSACTIONPDFGOODFRAUDCONSUMERBARRIERSPRODUCT INNOVATIONSBEST PRACTICESINSURANCE PRODUCTSFORMAL FINANCIAL SERVICESCREDITMICROINSURANCENETWORKSCLAIMSUSER INTERFACEREPAYMENTCONSUMERSINCOMESFINANCIAL SERVICE PROVIDERSMARKETFINANCIAL SERVICECUSTOMER RETENTIONPARTNER BANKINSURANCERESULTAGENTSBUSINESSNETWORKPHONESRISKPERSONAL IDENTIFICATIONRETENTIONBANKINGCONTACT POINTE-MONEYINNOVATIONMOBILE PHONESCLAIMS PROCESSINGCOMMUNICATIONPOST OFFICESSWAPSCUSTOMERSINTERFACETURNAROUND TIMEBANK BRANCHESCUSTOMER INTERACTIONTARGETCONSUMER PROTECTIONINNOVATIONSNONPERFORMING LOANSSWAPCLAIMANTSERVICE PROVIDERSBriefWorld Bank10.1596/24565