Managing reverse exchange in the service supply chain using role activity diagram: A case study of credit card complaint management

Service industry is associated with the flow of information and finance. In the past, a significant amount of work has been done to address the different issues of direct exchange between service providers and customers. However, research on reverse exchange of service supply chain is still in a primitive stage. As there is no exchange of material goods between customers and service providers, quality of service plays a vital role in defining their business. Hence, the reverse exchange between service providers and customer plays a huge role in making the service supply chain more sustainable. Banking industry is one of the main segments of the service industry. This paper is focused on the credit card complaint handling process of a bank in Bangladesh. There were many bottlenecks in the workflow of their complaint handling system. The whole process has been modelled using role activity diagram (RAD) and is demonstrated in the case study.