Jaipuria International Journal of Management Research

Open Access Open Access  Restricted Access Subscription Access
Open Access Open Access Open Access  Restricted Access Restricted Access Subscription Access

A Comparative Study of the Perception of Clients and Service Providers in the Areas of Service Recovery in Human Capital Market


Affiliations
1 Research Scholar, Department of Management & Business Administration, Aliah University, Kolkata, West Bengal, India
2 Associate Professor, Department of Management & Business Administration, Aliah University, Kolkata, West Bengal, India
     

   Subscribe/Renew Journal


With the best service organizations, failures can happen – may be due to the fact that service not available as expected, it may be delivered too late or too fast or employees may be not courteous. These service failures develop negative experiences. If not fixed they can lead to customers leaving, bad mouthing about the services or even going to consumer courts. It has been seen that resolving the problems effectively has a very positive impact on the customer satisfaction and loyalty. Customers who experience service failures but the same has been fixed by the service providers as soon as possible then the loyalty level of the customers got increased. It has been identified that customers who are dissatisfied, but experience excellent service recovery, usually be more satisfied and more prone to repeat purchase than are those who are satisfied at the first place. It has been found that a customer give more importance on their recent service quality experiences in their decision for repeat purchase. Service Recovery plays a very important role in maintaining and improving customer satisfaction and human capital market is not an exception. HR Service Industry in India is there for around more than three decades. Service Sectors were not great contributors to Indian GDP in pre-linearization era. But post 1991 Service Industry started gaining higher pie in the Indian GDP. IT/ITES Industry was the major contributor in such growth. However, HR Service Industry were not playing a big role in such growth mainly because of the Brick and Mortar Style traditional service delivery system as compared to the highly matured other service sectors playing globally like IT and ITES Industry. The primary focus of this study is identifying the probable impact of Relationship Quality on various service quality parameters and thereby on perceived service quality of the customers in the context of HR services and in the process develops measurement constructs both for service quality parameters and perceived service quality with specific fit to HR service operations in the recruitment domain. In this paper the authors have tried identify the factors that affect the Service Recovery Process in the HR Service Industry specifically in the Recruitment Industry.

Keywords

Recruitment, Relationship Quality, Service Quality, Relationship Marketing, Service Recovery.
User
Subscription Login to verify subscription
Notifications
Font Size

  • Anderson, J. C. & Narus, J. A. (1990). A Model of Distributor Firm and Manufacturer Firm Working Partnerships. Journal of Marketing, 54(1), 44-53.

  • Bejou, D., Ennew, C. & Palmer, A. (1998). Trust, Ethics and Relationship Satisfaction, International Journal of Bank Marketing, 16 (4), 170-75.

  • Bejou, D., Wray, B. & Ingram, T. (1996). Determinants of Relationship Quality: An Artificial Neural Network Analysis. Journal of Business Research, 36, 137-43.

  • Berry, L. L. (1995). Relationship Marketing of Services-Growing Interest, Emerging Perspectives. Journal of the Academy of Marketing Science, 23 (4), 236-245.

  • Boles, J. S., Barksdale, H. C. & Johnson, J. (1997). Business Relationships: An Examination of the Effects of Buyer Salesperson Relationships on Customer Retention and Willingness to Refer and Recommend. Journal of Business & Industrial Marketing, 12(3/4), 253-65.

  • Bronnenberg, B. J., Dhar, S. K., & Dube, J. P. (2009). Brand History, Geography, and the Persistence of Brand Shares. Journal of Political Economy, 117 (1), 87-115.

  • Bronnenberg, B. , DubO,˜ J., Mela, J. P., Albuquerque, C., Erdem, F. P., T., Gordon, B., Hanssens, D., Hitsch, G., Hong, H., & Sun, B. (2008). Measuring Long-run Marketing Effects and their Implications for Long-run Marketing Decisions. Marketing Letters, 19 (3), 367-382.

  • Bronnenberg, B. J, Mahajan,V. & Vanhonacker, W. R. (2000). The Emergence of Market Structure in New Repeatpurchase Categories: The Interplay of Market Share and Retailer Distribution. Journal of Marketing Research, 37 (1), 16-31.

  • Cannon, J.P. & Homburg, C. (2001). Buyer-supplier Relationships and Customer Firm Costs. Journal of Marketing, 65(Jan): 29-43.

  • Crosby, L., Evans, K. and Cowles, D. (1990). Relationship Quality in Services Selling: An Interpersonal Influence Perspective. Journal of Marketing, 54 (July), 68-81.

  • Day, G. S. (2003). Creating a Superior Customer-Relating Capability. Sloan Management Review, 44 (3), 77-82.

  • Dorsch M.J, Swanson, S.R, Kelley, S.W. (1998). The Role of Relationship Quality in the Stratification of Vendors as Perceived by Customers. Journal of Academy of Marketing Science, 26(2), 128-42.

  • Dwyer, P., Schurr, H. and Oh, S. (1987). Developing Buyer-Seller Relationships, Journal of Marketing, 51 (April), 11 27.

  • Geyskens, I., J., Steenkamp, E. M., & Kumar, N. (1998). Generalizations about Trust in Marketing Channel Relationships using Meta-analysis. International Journal of Research in Marketing, 15(3), 223-248.

  • Goodwin, C. and Ross, I. (1992). Consumer Responses to Service Failures: Influence of Procedural and Interactional Fairness Perceptions. Journal of Business Research, 25 (2), 149-163.

  • Holbrook, M. B. (1994), The Nature of Customer Value: An Axiology of Services in the Consumption Experience, Service Quality: New directions in Theory and Practice 21.

  • Holloway, B. B., & Beatty, S. E. (2003). Service Failure in Online Retailing A Recovery Opportunity, Journal of Service Research 6 (1), 92-105.

  • Holloway, B. B., Wang, S., & Parish, J. T. (2005). The Role of Cumulative Online Purchasing Experience in Service Recovery Management

  • Kähkönen, A. K., Lintukangas, K., & Virolainen, V. M. (2013). The Effects of e-Business on Supply Management. Operations and Supply Chain Management 6 (2), 75-84.

  • Kaizer, H.F. (1974). An Index of Factorial Simplicity, Psychometrika 39 (1), 31-36.

  • Kuo, Y. F., & Wu, C. M. (2012). Satisfaction and Post-purchase Intentions with Service Recovery of Online Shopping Websites: Perspectives on Perceived Justice and Emotions, International Journal of Information Management 32 (2), 127-138.

  • Lai, F., Griffin, M., & Babin, B. J. (2009). How Quality, Value, Image, and Satisfaction Create Loyalty at a Chinese Telecom, Journal of Business Research 62 (10), 980-986.

  • Miller, J. L., Craighead, C. W., & Karwan, K. R. (2000). Service Recovery: A Framework and Empirical Investigation, Journal of Operations Management 18 (4), 387-400.

  • Nunnally, J.C. (1967). Psychometric Theory, 1st ed., McGraw-Hill, New York, NY.

  • Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). ESQUAL a Multiple-item Scale for Assessing Electronic Service Quality, Journal of Service Research 7 (3), 213-233.

  • Patterson, P. G., Cowley, E., & Prasongsukarn, K. (2006). Service Failure Recovery: The Moderating Impact of Individual-level Cultural Value Orientation on Perceptions of Justice, International Journal of Research in Marketing 23 (3), 263-277.

  • Wang, Y. S., Wu, S. C., Lin, H. H., & Wang, Y. Y. (2011). The Relationship of Service Failure Severity, Service Recovery Justice and Perceived Switching Costs with Customer Loyalty in the context of E-tailing, International Journal of Information Management 31 (4), 350-359.

  • Zakaria, H., Zailani, S., & Fernando, Y. (2010). Moderating Role of Logistics Information Technology on the Logistics Relationships and Logistics Service Quality, Operations and Supply Chain Management 3 (3), 134-147.

  • Zeithaml, V. A., Gremler, D. D., Bitner, M. J., & Pandit, A. (2010). Services Marketing: Integrating Customer Focus across the Firm, 4th ed., TMH, New Delhi.


Abstract Views: 360

PDF Views: 3




  • A Comparative Study of the Perception of Clients and Service Providers in the Areas of Service Recovery in Human Capital Market

Abstract Views: 360  |  PDF Views: 3

Authors

Amitabha Gupta
Research Scholar, Department of Management & Business Administration, Aliah University, Kolkata, West Bengal, India
Arup Kumar Baksi
Associate Professor, Department of Management & Business Administration, Aliah University, Kolkata, West Bengal, India

Abstract


With the best service organizations, failures can happen – may be due to the fact that service not available as expected, it may be delivered too late or too fast or employees may be not courteous. These service failures develop negative experiences. If not fixed they can lead to customers leaving, bad mouthing about the services or even going to consumer courts. It has been seen that resolving the problems effectively has a very positive impact on the customer satisfaction and loyalty. Customers who experience service failures but the same has been fixed by the service providers as soon as possible then the loyalty level of the customers got increased. It has been identified that customers who are dissatisfied, but experience excellent service recovery, usually be more satisfied and more prone to repeat purchase than are those who are satisfied at the first place. It has been found that a customer give more importance on their recent service quality experiences in their decision for repeat purchase. Service Recovery plays a very important role in maintaining and improving customer satisfaction and human capital market is not an exception. HR Service Industry in India is there for around more than three decades. Service Sectors were not great contributors to Indian GDP in pre-linearization era. But post 1991 Service Industry started gaining higher pie in the Indian GDP. IT/ITES Industry was the major contributor in such growth. However, HR Service Industry were not playing a big role in such growth mainly because of the Brick and Mortar Style traditional service delivery system as compared to the highly matured other service sectors playing globally like IT and ITES Industry. The primary focus of this study is identifying the probable impact of Relationship Quality on various service quality parameters and thereby on perceived service quality of the customers in the context of HR services and in the process develops measurement constructs both for service quality parameters and perceived service quality with specific fit to HR service operations in the recruitment domain. In this paper the authors have tried identify the factors that affect the Service Recovery Process in the HR Service Industry specifically in the Recruitment Industry.

Keywords


Recruitment, Relationship Quality, Service Quality, Relationship Marketing, Service Recovery.

References





DOI: https://doi.org/10.22552/jijmr%2F2020%2Fv6%2Fi2%2F205277