Ditemukan 1 dokumen yang sesuai dengan query
Garg, Arunesh
"
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 ...
"
Gian Jyoti Institute of Management & Technology, 2013
J-Pdf
Artikel Jurnal Universitas Indonesia Library
