Service Recovery Paradox in Indian Banking Industry: an Empirical Investigation

IF 0.4 Q4 MANAGEMENT
Arunesh Garg
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引用次数: 6

Abstract

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.
印度银行业服务恢复悖论:实证研究
本研究考察了印度银行业服务恢复悖论的存在。这项研究是在昌迪加尔、潘切库拉和莫哈里这三个城市进行的。受访者根据他们的服务经验被分为失败组和无失败组。失败组由经历过服务恢复的受访者组成,并进一步分为服务恢复++(服务恢复好于预期)至服务恢复- -(服务恢复差于预期)五个子组。通过比较服务恢复++组和无故障组,检验了服务恢复悖论。本研究证明了服务恢复悖论与满意度的关系。结果表明,服务恢复悖论存在的前提是,服务恢复工作必须非常好,并且远远高于客户的期望水平。研究表明,服务经理应该把服务失败作为一个机会,通过提供比预期好得多的恢复体验来安抚客户。然而,组织不应该计划创建服务失败的情况,因为如果他们在提供恢复时犹豫不决,客户满意度可能会受到负面影响。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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15
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20 weeks
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