Open AccessLeveraging service recovery strategies to reduce customer churn in an emerging market
Author(s) -
Sourav Bikash Borah,
Srinivas Prakhya,
Amalesh Sharma
Publication year - 2019
Publication title -
journal of the academy of marketing science
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 5.512
H-Index - 170
eISSN - 1552-7824
pISSN - 0092-0703
DOI - 10.1007/s11747-019-00634-0
Subject(s) - service recovery , emerging markets , business , outcome (game theory) , service (business) , process (computing) , resource (disambiguation) , customer retention , industrial organization , marketing , process management , computer science , service quality , microeconomics , economics , finance , computer network , operating system
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