期刊名称：International Journal of Computing and Business Research
电子版ISSN：2229-6166
出版年度：2013
卷号：4
期号：2
出版社：International Journal of Computing and Business Research
摘要：Failures in services are a common sight. This is on account of the fact that services are characterized by peculiarities such as intangibility, inseparability, variability and perishability. At the outset, service organizations should try to control and minimize the failure. However, if the same occurs, the aim should be to negate the adverse impact of the same by adopting adequate service recovery strategies. The present study makes an endeavor to study and make a comparative analysis of effectiveness of recovery practices being adopted by selected public and private sector insurance companies operating in India. Obviously, after getting necessary insights, relevant suggestions can be given to the selected insurers under study so that their service recovery efforts improve hither-to-be.
