Service failures and recovery: the cultural perspective
by Anupam Krishna; G.S. Dangayach; Rakesh Jain
International Journal of Indian Culture and Business Management (IJICBM), Vol. 6, No. 3, 2013

Abstract: In the current age, the minimisation of service failure and providing recovery has become competitive advantage in service industries. This paper aims to give insights into the socio-economic factors which influence the overall personality of an individual. This paper is empirical and involves data from 150 respondents from India. The sampling unit is employee of healthcare, banking and personal care services sectors. The data collection instrument is a structured and non-disguised questionnaire. The questionnaires have been filled through personal interviews. This study finds five factors such as age, gender, culture, income and education status which individually and in combination contribute to consumer behaviour. This study finds that the culture is the most influencing element for customer satisfaction and complaining behaviour. It further looked into the recovery strategy employed by service sectors and the how the service recovery paradox can be achieved by analysing consumers perception towards the recovery strategies. This paper can be helpful in designing policies and procedures to gain higher satisfaction, trust and loyalty from customer. This paper is valuable as very little has been done in the Indian context.

Online publication date: Sat, 30-Nov-2013

The full text of this article is only available to individual subscribers or to users at subscribing institutions.

 
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.

Pay per view:
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.

Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Indian Culture and Business Management (IJICBM):
Login with your Inderscience username and password:

Username:        Password:          Forgotten your password?

Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.

If you still need assistance, please email subs@inderscience.com