Indian Journal of Marketing
By: Associated Management Consultants (P) Ltd.Single Issue
Single Issue
- IJM-May08-Article2-Service Failure and Recovery
- Price : 80.00
- Published on May 1, 2008
- Associated Management Consultants (P) Ltd.
- Issues 520
- Language - English
- Published monthly
About this issue
Service provider’s inability to perform services properly is known as service failure. After failure, dissatisfied customer may engage in complaint & evaluation process. If a customer finds that his complain will result in compensation and/or in any other forms of recovery, he may either complain to provider or to third party. The Customer’s complaint provides the company with a chance to correct its mistake and satisfy its angry customer(s). Service provider’s response to service failure decides customer’s future purchase with the company. In the absence of positive response to the customers complain, probability of customer’s switch over increases. It is found that mere compensation cannot retain customers for a long time; hence service provider should have a mechanism to minimize failure incidences.
About Indian Journal of Marketing
INDIAN JOURNAL OF MARKETING (ISSN 0973-8703) is a double blind peer reviewed refereed monthly journal, which was started in 1968. It is the oldest and the only monthly journal of Marketing in India. It is an authentic research publication dealing with Marketing; Advertising; Consumer Behaviour; Sales Management; Advertising & Promotion Management; Business Education; Business Information Systems (MIS); Business Law; Communication; Direct Marketing; E-Commerce; Global Business; Health Care Administration; Marketing Research; Marketing Theory & Applications; Office Administration/Management; Organizational Development; Production/Operations; Public Administration; Retailing; Sales/Selling; Services; Tourism, Hospitality & Leisure; and Industrial Organization.