Service Recovery and Continuity in Emerging Markets

Dhananjay Bapat ()
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Dhananjay Bapat: Indian Institute of Management Raipur

Chapter Chapter 13 in Services Marketing Issues in Emerging Economies, 2020, pp 179-195 from Springer

Abstract: Abstract Although it is ideal not to have service failure, it happens due to a variety of reasons. In service organizations, failures are imperative, and organizations need to place an appropriate strategy to deal with it. We compare the consumer complaint system in developed (Financial Ombudsman—UK) and emerging countries (Banking Ombudsman—India). The theory of justice, which is investigated from an organizational perspective, can also be applied in the customer-service interface in an emerging country standpoint. Three types of justice include—distributive justice, procedural justice, and interactional justice. Suitable recovery strategies can help the organization can turn the adverse situation into a favorable situation. Service organizations can rely on service guarantees, which can help to build customer trust.

Date: 2020
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-981-15-8787-0_13

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DOI: 10.1007/978-981-15-8787-0_13

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