IDEAS home Printed from https://ideas.repec.org/h/spr/sprchp/978-981-15-8787-0_13.html
   My bibliography  Save this book chapter

Service Recovery and Continuity in Emerging Markets

In: Services Marketing Issues in Emerging Economies

Author

Listed:
  • Dhananjay Bapat

    (Indian Institute of Management Raipur)

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.

Suggested Citation

  • Dhananjay Bapat, 2020. "Service Recovery and Continuity in Emerging Markets," Springer Books, in: Atanu Adhikari (ed.), Services Marketing Issues in Emerging Economies, chapter 0, pages 179-195, Springer.
    • Handle: RePEc:spr:sprchp:978-981-15-8787-0_13
    DOI: 10.1007/978-981-15-8787-0_13
    as

    Download full text from publisher

    To our knowledge, this item is not available for download. To find whether it is available, there are three options:
    1. Check below whether another version of this item is available online.
    2. Check on the provider's web page whether it is in fact available.
    3. Perform a search for a similarly titled item that would be available.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:sprchp:978-981-15-8787-0_13. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.