2026-10-09T10:32:51Z https://api.figshare.com/v2/oai

oai:figshare.com:article/33793678 2026-09-16T08:09:51Z category_25426 category_25435 category_25456 item_type_3 month_year_09_2026

Data for 'Reply, but do not respond: A justice theory and signalling analysis of templated webcare in Indian banking' Gaurav Rajput (24932995) Archana Sarkar (24964729) Bharti Singh (24964764) Consumer behaviour Marketing communications Service marketing Webcare Customer Reviews Service recovery Signalling Theory Justice Theory Indian banking Dyadic analysis <p dir="ltr">In Indian retail banking, mobile applications have become a primary venue for webcare. 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. The findings suggest that banking webcare in India is largely performative, a low-cost signal that may dilute rather than convey responsiveness.</p> 2026-09-16T08:09:51Z Dataset Dataset 10.6084/m9.figshare.33793678.v1 https://figshare.com/articles/dataset/Data_for_Reply_but_do_not_respond_A_justice_theory_and_signalling_analysis_of_templated_webcare_in_Indian_banking_/33793678 CC BY 4.0