Indian Journal of Marketing
By: Associated Management Consultants (P) Ltd.Single Issue
Single Issue
- IJM-Nov12-Article3-Deciphering Assorted Findings On Marketer Transgression Linked To Service Recovery Paradox
- Price : 80.00
- Published on March 24, 2013
- Associated Management Consultants (P) Ltd.
- Issues 520
- Language - English
- Published monthly
About this issue
It has been of great importance 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 almost diabolical 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 have not experienced any service failure. The goal of this research is built upon contemporary and current understanding by investigating the SRP using a string of published reports.
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.