Asian Journal of Management

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Issues and Practices Towards Service Recovery: A Conceptual Study on Indian Scenario


Affiliations
1 St. Thomas, Bhilai, India
2 Shri Shankarcharya Group of Institution, Bhilai, India
     

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The research paper is a conceptual study based on practices and issues of service recovery in Indian context. The study has considered the contribution of various authors as well as service industries. The Zero defects or no defect in delivery of service has been considered as a prime objective of any industry in delivering service. This paper tries to throw some light on issues like Justice stands for satisfying the customer after service failure by providing compensation or solution immediately after service failure. Education qualification may be valid as highly educated customer's complaint more often. Gender has shown that women are more prone towards complaint than men. Any service industry must form an attitude to prevent service failure rather than service recovery. As one service failure may lead to influence 7 other people by the one had bad experience. Emotions do affect the purchase intention of the customers. Analysis depicts that emotion of a customer, if hurts during the service purchase, may lead to withdrawal of customer, leaving them dissatisfied and hurt. Timeliness of service delivery as service could be enjoyed their importance when produced and consumed at the same time. Empathy is also important variable as it helps to build relation between customer and service provider. The paper shall also discuss various practices and strategies to overcome issues in service recovery ensuring customer satisfaction with future purchase intent.

Keywords

Satisfaction, WOM Intent, Service Recovery, Gender, Education Qualification, Justice.
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  • Issues and Practices Towards Service Recovery: A Conceptual Study on Indian Scenario

Abstract Views: 330  |  PDF Views: 2

Authors

Preeti Naveen Yadav
St. Thomas, Bhilai, India
Souren Sarkar
Shri Shankarcharya Group of Institution, Bhilai, India

Abstract


The research paper is a conceptual study based on practices and issues of service recovery in Indian context. The study has considered the contribution of various authors as well as service industries. The Zero defects or no defect in delivery of service has been considered as a prime objective of any industry in delivering service. This paper tries to throw some light on issues like Justice stands for satisfying the customer after service failure by providing compensation or solution immediately after service failure. Education qualification may be valid as highly educated customer's complaint more often. Gender has shown that women are more prone towards complaint than men. Any service industry must form an attitude to prevent service failure rather than service recovery. As one service failure may lead to influence 7 other people by the one had bad experience. Emotions do affect the purchase intention of the customers. Analysis depicts that emotion of a customer, if hurts during the service purchase, may lead to withdrawal of customer, leaving them dissatisfied and hurt. Timeliness of service delivery as service could be enjoyed their importance when produced and consumed at the same time. Empathy is also important variable as it helps to build relation between customer and service provider. The paper shall also discuss various practices and strategies to overcome issues in service recovery ensuring customer satisfaction with future purchase intent.

Keywords


Satisfaction, WOM Intent, Service Recovery, Gender, Education Qualification, Justice.

References