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Sarkar, Souren
- Issues and Practices Towards Service Recovery: A Conceptual Study on Indian Scenario
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Authors
Affiliations
1 St. Thomas, Bhilai, IN
2 Shri Shankarcharya Group of Institution, Bhilai, IN
1 St. Thomas, Bhilai, IN
2 Shri Shankarcharya Group of Institution, Bhilai, IN
Source
Asian Journal of Management, Vol 5, No 2 (2014), Pagination: 250-254Abstract
The research paper is a conceptual study based on practices and issues of service recovery in Indian context. The study has considered the contribution of various authors as well as service industries. The Zero defects or no defect in delivery of service has been considered as a prime objective of any industry in delivering service. This paper tries to throw some light on issues like Justice stands for satisfying the customer after service failure by providing compensation or solution immediately after service failure. Education qualification may be valid as highly educated customer's complaint more often. Gender has shown that women are more prone towards complaint than men. Any service industry must form an attitude to prevent service failure rather than service recovery. As one service failure may lead to influence 7 other people by the one had bad experience. Emotions do affect the purchase intention of the customers. Analysis depicts that emotion of a customer, if hurts during the service purchase, may lead to withdrawal of customer, leaving them dissatisfied and hurt. Timeliness of service delivery as service could be enjoyed their importance when produced and consumed at the same time. Empathy is also important variable as it helps to build relation between customer and service provider. The paper shall also discuss various practices and strategies to overcome issues in service recovery ensuring customer satisfaction with future purchase intent.Keywords
Satisfaction, WOM Intent, Service Recovery, Gender, Education Qualification, Justice.
References
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- Hoffman K Douglas, Kelley Scott W. and Rotalsky Holly M (1995). Tracking Service Failure and Employee Recovery Efforts. The Journal of Service Marketing, Vol.9.No.2. 49-61.@MCB University Press.
- Analyzing Recovery Failure and Recoveries: A process approach (2001).Vol.12, No. 1, 20-33, MCB University Press 0956-1233.
- Verma Harsh V. Service Marketing- Text and Case. Pearson Education; Chapter 12, Pg 388-412, ISBN-978-81-7758-673-2; 2008.
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- Impact of Organizational Culture on Employee Retention:A Theoretical Perspective
Abstract Views :485 |
PDF Views:0
Authors
Smruty Shah
1,
Souren Sarkar
2
Affiliations
1 Department of Business Administration, Shri Shankaracharya Engineering College, Shri Shankaracharya Technical Campus, Bhilai (C.G.), IN
2 Shri Shankaracharya Group of Institutions, Shri Shankaracharya Technical Campus, Bhilai (C.G.), IN
1 Department of Business Administration, Shri Shankaracharya Engineering College, Shri Shankaracharya Technical Campus, Bhilai (C.G.), IN
2 Shri Shankaracharya Group of Institutions, Shri Shankaracharya Technical Campus, Bhilai (C.G.), IN
Source
Asian Journal of Management, Vol 8, No 4 (2017), Pagination: 1261-1270Abstract
Organizational Culture: People join or get associated with various organizations in their lives. Every organization has a culture. Culture matters as we experience its effects on performance every day. The complexity of environmental changes forces firms to monitor the culture of their organization regularly by a variety of methods to gain a truer picture for their development process.
An organization’s culture is reflected by what is valued, the dominant managerial and leadership styles, the language and symbols, the procedures and routines, and the definitions of success that make an organization unique. The noteworthy models contributed in the context of organizational culture have been discussed. These models facilitate us in understanding/ being aware of the current status of the culture of an organization in a meaningful and productive way so that one can create, change and influence the direction of organizational culture.
Employee Retention: Corporate leaders are facing employee retention issues as the most critical workforce management challenge due to the shortage of skilled labor both in terms of continuing globalization and technological innovation, economic growth and employee turnover. Hence, every organization tries to retain a key, positive, talented, competent, skilled, trained, experienced, high potential staff for the organization's success, competitiveness and above all its survival.
The biggest factor in attracting and most importantly retaining key employee is culture. The level of congruence between an organization’s culture and employees’ value preferences can predict employee retention and turnover. An organization nurtures and maintains conducive environment that guarantees the employees’ stay in the organization. It is important for employees to feel like they are part of a team, need a connection to the vision and direction of the organization and their co-employees, need ways of working better together, which ultimately lead to more collaboration.
Purpose: This paper presents a theoretical perspective of organizational culture and employee retention, the most commonly used organizational culture models, the relationship between organizational culture and employee retention.
Keywords
Culture, Organization, Organizational Culture, Organizational Culture Models, Employee Retention.References
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