Deciphering assorted findings on marketer transgression linked to service recovery paradox
BANERJEE, PADMAKALI
Deciphering assorted findings on marketer transgression linked to service recovery paradox - 2012 - 22-29
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.
MARKETING
658.8
Deciphering assorted findings on marketer transgression linked to service recovery paradox - 2012 - 22-29
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.
MARKETING
658.8