Shodhganga : a reservoir of Indian theses @ INFLIBNET
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Please use this identifier to cite or link to this item:
http://hdl.handle.net/10603/348329
Full metadata record
| DC Field | Value | Language |
|---|---|---|
| dc.coverage.spatial | Management | |
| dc.date.accessioned | 2021-11-22T05:06:01Z | - |
| dc.date.available | 2021-11-22T05:06:01Z | - |
| dc.identifier.uri | http://hdl.handle.net/10603/348329 | - |
| dc.description.abstract | The present research has entailed to capture insights on perception of Indian consumers of services industry in context to post-failure behavior. The preferences of different consumers while choosing the mode of action after facing a failure or dissatisfying experience have been explored by taking three major service industries (Banking, Insurance, and Telecommunication). In addition, consumer perception regarding justice received in service recovery process has been investigated so as to comprehend their futuristic behavior. So, the overall purpose of this study has been to understand the consumer perception regarding complaining and service recovery by taking select service sector organizations of India. newline | |
| dc.format.extent | xxv, 267p. | |
| dc.language | English | |
| dc.relation | - | |
| dc.rights | university | |
| dc.title | Consumer perception regarding complaining behavior and service recovery a study of select service sector organizations | |
| dc.title.alternative | ||
| dc.creator.researcher | Prabhjot Kaur | |
| dc.subject.keyword | Banking | |
| dc.subject.keyword | Consumer | |
| dc.subject.keyword | Insurance | |
| dc.subject.keyword | Service recovery | |
| dc.subject.keyword | Service sector organizations | |
| dc.subject.keyword | Telecommunication | |
| dc.description.note | Bibliography 263-267p. Appendices i- xviii | |
| dc.contributor.guide | Sharma, Sanjeev Kumar | |
| dc.publisher.place | Chandigarh | |
| dc.publisher.university | Panjab University | |
| dc.publisher.institution | University Business School | |
| dc.date.registered | ||
| dc.date.completed | 2015 | |
| dc.date.awarded | ||
| dc.format.dimensions | - | |
| dc.format.accompanyingmaterial | CD | |
| dc.source.university | University | |
| dc.type.degree | Ph.D. | |
| Appears in Departments: | University Business School | |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| 01_title.pdf | Attached File | 3.12 kB | Adobe PDF | View/Open |
| 02_acknowledgement.pdf | 9 kB | Adobe PDF | View/Open | |
| 03_contents.pdf | 23.42 kB | Adobe PDF | View/Open | |
| 04_list of tables.pdf | 74.27 kB | Adobe PDF | View/Open | |
| 05_list of figures.pdf | 5.6 kB | Adobe PDF | View/Open | |
| 06_abbreviations.pdf | 10.18 kB | Adobe PDF | View/Open | |
| 07_chapter1.pdf | 1.26 MB | Adobe PDF | View/Open | |
| 08_chapter2.pdf | 675.84 kB | Adobe PDF | View/Open | |
| 09_chapter3.pdf | 642.74 kB | Adobe PDF | View/Open | |
| 10_chapter4.pdf | 664.69 kB | Adobe PDF | View/Open | |
| 11_chapter5.pdf | 510.9 kB | Adobe PDF | View/Open | |
| 12_chapter6.pdf | 615.25 kB | Adobe PDF | View/Open | |
| 13_bibliography.pdf | 149.12 kB | Adobe PDF | View/Open | |
| 14_annextures.pdf | 714.94 kB | Adobe PDF | View/Open | |
| 80_recommendation.pdf | 615.25 kB | Adobe PDF | View/Open |
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