An analysis of service recovery strategies for single and double deviation scenarios in the Singapore retail banking sector.

Service recovery plays an important role in satisfying the customer when a failure occurs. A study into this area of service failure and service recovery in the Singapore banking sector would provide valuable insights, which would benefit the banks and customers in terms if better service.

Bibliographic Details
Main Authors: Lee, Valerie Puay May., Lim, Yvette Wei Chiah., Ng, Sharon Hui Hsien.
Other Authors: Murthy, Bvsan
Format: Final Year Project (FYP)
Published: 2008
Subjects:
Online Access:http://hdl.handle.net/10356/10786