Deciphering assorted findings on marketer transgression linked to service recovery paradox

By:

BANERJEE, PADMAKALI

Contributor(s):

BANERJEE, PRABUDDHA

Material type:

Mixed materialsPublication details: 2012Description: 22-29Subject(s):

MARKETING

NLM classification:

658.8

In: INDIAN JOURNAL OF MARKETINGMSummary: It has been of great importnace both to academicians and practitioners to home in on the factors that constitute service failure. Though the need of the hour for the service providers is to provide efficient and defect free services, it is almostdiabolical that customers need to be nudged to complain. service recovery paradox (SRP) refers to a seemingly illogical situation where- following a failure/ recovery process-higher levels of customer satisfaction are achieved than in the case of customers who not experienced any service failure.

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Holdings
Item type	Current library	Call number	Vol info	Status	Date due	Barcode
Periodicals/Magazines	SSCBS Library		42/11	Available		P14610

It has been of great importnace both to academicians and practitioners to home in on the factors that constitute service failure. Though the need of the hour for the service providers is to provide efficient and defect free services, it is almostdiabolical that customers need to be nudged to complain. service recovery paradox (SRP) refers to a seemingly illogical situation where- following a failure/ recovery process-higher levels of customer satisfaction are achieved than in the case of customers who not experienced any service failure.

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