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Garg, Arunesh, author
The present study examines existence of service recovery paradox in Indian banking industry. The
study is taken up in the tri-city of Chandigarh, Panchkula and Mohali. The respondents are categorized
into failure and no-failure groups on the basis of their service experience. Failure group constitutes
those respondents who have experienced service recovery, and...
Gian Jyoti Institute of Management & Technology, 2013
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