Service Recovery Paradox In Indian Banking Industry: An Empirical Investigation
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 catego- rized into failure and no-failure groups on the basis of their service experience. Failure group consti-...
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| Format: | Article |
| Language: | English |
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Universitas Indonesia
2013-10-01
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| Series: | The South East Asian Journal of Management |
| Subjects: | |
| Online Access: | http://journal.ui.ac.id/index.php/tseajm/article/viewFile/2049/1558 |