Consumer perception regarding complaining behavior and service recovery a study of select service sector organizations

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