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Full-Text Articles in Management Sciences and Quantitative Methods
Service Recovery Paradox In Indian Banking Industry: An Empirical Investigation, Arunesh Garg
Service Recovery Paradox In Indian Banking Industry: An Empirical Investigation, Arunesh Garg
The South East Asian Journal of Management
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 …
Essays On Service Strategies: Evidence From Banking And Healthcare Industries, Sriram Venkataraman
Essays On Service Strategies: Evidence From Banking And Healthcare Industries, Sriram Venkataraman
All Dissertations
The primary objective of this dissertation is to provide insights for service providers in general, and retail bankers and hospital administrators in particular, that will help them improve their operational efficiency and effectiveness. In doing so, this dissertation consists of three essays that develop multiple service operations strategies, that identifies key elements affecting efficiency and effectiveness in two key critical industries: banking and healthcare. We contribute to service operations strategy research and practice by incorporating multi-disciplinary theories and approaches from marketing, economics, and quality management. Although operations researchers and practitioners alike realize the importance of productivity and effectiveness, they are …