DECIPHERING THE SERVICE RECOVERY PARADOX: INVESTIGATING THE INFLUENCE OF SERVICE ENCOUNTER AND CONTEXT

Authors

  • Dr. Diksha Dhaliwal Assistant Professor, Faculty Of Management Studies Manav Rachna International Institute Of Research And Studies Faridabad, Haryana, India

Keywords:

Service recovery paradox, service encounter, context

Abstract

The service recovery paradox, a phenomenon wherein customers' satisfaction increases after experiencing a service failure followed by effective recovery, has garnered significant attention in service management research. This study delves into the intricacies of the paradox by investigating the influence of service encounter and context on its occurrence. Through an in-depth analysis of customer perceptions, responses, and behavior in diverse service settings, this research unveils the complex interplay between service failure, recovery efforts, and the specific circumstances surrounding the encounter. By shedding light on the contextual factors that shape the emergence of the service recovery paradox, this study contributes to a deeper understanding of customer psychology and informs strategies for effective service management.

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References

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Published

2023-08-31

How to Cite

Dr. Diksha Dhaliwal. (2023). DECIPHERING THE SERVICE RECOVERY PARADOX: INVESTIGATING THE INFLUENCE OF SERVICE ENCOUNTER AND CONTEXT. International Scientific and Current Research Conferences, 1(01), 30–33. Retrieved from https://orientalpublication.com/index.php/iscrc/article/view/1054

Issue

INNOVATIVE SCIENTIFIC RESEARCH IN XXI CENTURY

Section

Articles

License

Copyright (c) 2023 Dr. Diksha Dhaliwal

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