Page 30 - IIMV Newsletter_30 May 2024

RESEARCH @ IIMV

5. Demystifying the Impact of Service Recovery Strategies:
Evidence From Healthcare and Telecom Sectors

Amit Shankar., Talwar S., Islam N., Mukhtar Alshibani S.,
Sharma P.
Published in IEEE Transactions on Engineering Management (ABDC-A)
This study investigates the association of emotional (courtesy) and
functional (explanation) service recovery strategies with customer
responses in the healthcare and telecom sectors. The study also
examines the mediation effect of the valence of customer forgiveness

(resentment and exoneration) on the association of explanation
and courtesy with repeat patronage and negative word-of-mouth
(NWOM). In addition, we investigate the moderation effect of the
level of dissatisfaction and relationship length on the hypothesized
associations. To test the proposed associations, we used the critical
incident technique with retrospective experience sampling, collecting
data through a large-scale online survey (n = 478). Results suggest

that resentment mediates the association of explanation and courtesy
with repeat patronage. Finally, in the telecom industry, dissatisfaction
with recent service failure positively and relationship length negatively
moderate the association between repeat patronage and NWOM.
Our findings enrich the service recovery literature and provide
insights for service managers to design suitable strategies to reduce
the repercussions of failure events. Click here for the paper.

1. Pushkar Hotels and the Employment Flexibility
Conundrum

Animesh Bahadur., Happy Paul., Amol S. Dhaigude.
Published in the Journal of Organizational Behaviour Education (ABDC-C)

The case traces the challenges of implementing employment
flexibility within the service sector, and in the process, highlights how

the system of low cost and efficiency based on flexibility created new
issues while balancing the interests of various stakeholders. Click
here for the paper.

2. Customer engagement strategies within family
businesses in emerging economies: A multi-method study

Vijay Pereira, Benjamin Laker, Umesh Bamel, Gagan Deep
Sharma, and Happy Paul

Published in the Journal of Business Research (ABDC-A)

27 VOL.5/ ISSUE 2, JAN-APRIL 2024