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Service Recovery Paradox: The Success Parameters

Author

Listed:
  • Anupam Krishna

    (Anupam Krishna is Assistant Professor in Tapmi School of Business, School of Management, Manipal University Jaipur. E-mail: anupammach@yahoo.com)

  • G.S. Dangayach

    (G.S. Dangayach is Associate Professor in Department of Mechanical Engineering in Malaviya National Institute of Technology (MNIT), Jaipur. E-mail: dangayach@gmail.com)

  • Sonal Sharma

    (Sonal Sharma, Pursuing PhD in A Study of Service Failure and Recovery: its Effects on Employees and Customers in Banking Sector under the guidance of Dr. Anupam Krishna in TAPMI School of Business, Manipal University Jaipur. E-mail: sonal.phd2013@gmail.com)

Abstract

The article aims to give insights into service recovery paradox (SRP) to find and validate the key factors for occurrence of this phenomenon. This study examines the SRP and builds a conceptual framework and validates to explain why and when it exists. The article is empirical and involves data from 150 respondents from India. The sampling unit is employee of health care, banking and personal care service sector. The data collection instrument is a structured, non-disguised questionnaire. The questionnaires have been filled through personal interviews. Six exigencies that influence relative importance within the SRP include fair communications that build relations, clearance of failure memory, creating understanding, reciprocating, building risk-taking confidence and depending on human nature to forgive and forget. This article could help business managers understand the state of mind of a customer after a service recovery and how they can capitalize on the situation to retain business. Researchers need to find the deepest part of the SRP to be practically used by the practitioners.

Suggested Citation

  • Anupam Krishna & G.S. Dangayach & Sonal Sharma, 2014. "Service Recovery Paradox: The Success Parameters," Global Business Review, International Management Institute, vol. 15(2), pages 263-277, June.
    • Handle: RePEc:sae:globus:v:15:y:2014:i:2:p:263-277
    DOI: 10.1177/0972150914523567
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    References listed on IDEAS

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    1. Chang, Yu-Wei & Chang, Yu-Hern, 2010. "Does service recovery affect satisfaction and customer loyalty? An empirical study of airline services," Journal of Air Transport Management, Elsevier, vol. 16(6), pages 340-342.
    2. Oliver, Richard L, 1993. "Cognitive, Affective, and Attribute BAses of the Satisfaction Response," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 20(3), pages 418-430, December.
    3. Isabelle Prim-Allaz & Bernard Pras, 1999. "«Friendly» Complaining Behaviors: Toward A Relational Approach," Post-Print halshs-00470640, HAL.
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