Record Details

Service Recovery Paradox In Indian Banking Industry: An Empirical Investigation

South East Asian Journal of Management

View Archive Info
 
 
Field Value
 
Title Service Recovery Paradox In Indian Banking Industry: An Empirical Investigation
 
Creator Arunesh Garg; Gian Jyoti Institute of Management & Technology
 
Subject Marketing
 
Description The present study examines existence of service recovery paradox in Indian banking industry. The study is taken up in the tri-city of Chandigarh, Panchkula and Mohali. The respondents are categorized into failure and no-failure groups on the basis of their service experience. Failure group constitutes those respondents who have experienced service recovery, and has been further divided into five sub-groups ranging from service recovery++ (service recovery better than expected) to service recovery- - (service recovery worse than expected). Service recovery paradox is examined by comparing service recovery++ group with no-failure group. The study shows evidence for existence of service recovery paradox in relation to satisfaction. It has been concluded that for service recovery paradox to exist, recovery effort has to be exceptionally good and much better than expectation level of the customer. The study suggests that service managers should take service failure as an opportunity to appease customers by providing a much better than expected recovery experience. However, organizations should not plan to create service failure situations because if they falter on imparting the recovery, customer satisfaction may be influenced negatively. Keywords: Banking, service failure, customer satisfaction, recommendation intention, service recovery, recovery paradox.
 
Publisher Department of Management, Faculty of Economics and Business, Universitas Indonesia
 
Contributor —
 
Date 2013-11-03
 
Type Peer-reviewed Article
 
Format application/pdf
 
Identifier http://journal.ui.ac.id/index.php/tseajm/article/view/2049
 
Source The South East Asian Journal of Management; Vol 7, No 2 (2013): October 2013; 108-122
 
Language en
 
Coverage South Asia
—
Banking Industry Consumer