An analysis of service recovery strategies for single and double deviation scenarios in the Singapore retail banking sector.

An analysis of service recovery strategies for single and double deviation scenarios in the Singapore retail banking sector.

Service recovery plays an important role in satisfying the customer when a failure occurs. A study into this area of service failure and service recovery in the Singapore banking sector would provide valuable insights, which would benefit the banks and customers in terms if better service.

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Bibliographic Details
Main Authors: Lee, Valerie Puay May., Lim, Yvette Wei Chiah., Ng, Sharon Hui Hsien.
Other Authors: Murthy, Bvsan
Format: Final Year Project
Published: 2008
Subjects:
DRNTU::Business::Management::Crisis management
Online Access:http://hdl.handle.net/10356/10786
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Institution: Nanyang Technological University
id sg-ntu-dr.10356-10786
record_format dspace
spelling sg-ntu-dr.10356-107862023-05-19T07:23:13Z An analysis of service recovery strategies for single and double deviation scenarios in the Singapore retail banking sector. Lee, Valerie Puay May. Lim, Yvette Wei Chiah. Ng, Sharon Hui Hsien. Murthy, Bvsan Nanyang Business School DRNTU::Business::Management::Crisis management Service recovery plays an important role in satisfying the customer when a failure occurs. A study into this area of service failure and service recovery in the Singapore banking sector would provide valuable insights, which would benefit the banks and customers in terms if better service. 2008-09-24T07:47:31Z 2008-09-24T07:47:31Z 2000 2000 Final Year Project (FYP) http://hdl.handle.net/10356/10786 Nanyang Technological University application/pdf
institution Nanyang Technological University
building NTU Library
continent Asia
country Singapore
Singapore
content_provider NTU Library
collection DR-NTU
topic DRNTU::Business::Management::Crisis management
spellingShingle DRNTU::Business::Management::Crisis management
Lee, Valerie Puay May.
Lim, Yvette Wei Chiah.
Ng, Sharon Hui Hsien.
An analysis of service recovery strategies for single and double deviation scenarios in the Singapore retail banking sector.
description Service recovery plays an important role in satisfying the customer when a failure occurs. A study into this area of service failure and service recovery in the Singapore banking sector would provide valuable insights, which would benefit the banks and customers in terms if better service.
author2 Murthy, Bvsan
author_facet Murthy, Bvsan
Lee, Valerie Puay May.
Lim, Yvette Wei Chiah.
Ng, Sharon Hui Hsien.
format Final Year Project
author Lee, Valerie Puay May.
Lim, Yvette Wei Chiah.
Ng, Sharon Hui Hsien.
author_sort Lee, Valerie Puay May.
title An analysis of service recovery strategies for single and double deviation scenarios in the Singapore retail banking sector.
title_short An analysis of service recovery strategies for single and double deviation scenarios in the Singapore retail banking sector.
title_full An analysis of service recovery strategies for single and double deviation scenarios in the Singapore retail banking sector.
title_fullStr An analysis of service recovery strategies for single and double deviation scenarios in the Singapore retail banking sector.
title_full_unstemmed An analysis of service recovery strategies for single and double deviation scenarios in the Singapore retail banking sector.
title_sort analysis of service recovery strategies for single and double deviation scenarios in the singapore retail banking sector.
publishDate 2008
url http://hdl.handle.net/10356/10786
_version_ 1772827028815347712

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