Anupam Krishna
Malaviya National Institute of Technology, Jaipur
9 Papers
21 Citations
Anupam Krishna is an academic researcher from Malaviya National Institute of Technology, Jaipur. The author has contributed to research in topics: Service recovery & Service (business). The author has an hindex of 5, co-authored 9 publications. Previous affiliations of Anupam Krishna include Manipal University Jaipur.
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Papers
Service recovery: Literature review and research issues
TL;DR: In this article, a review of service recovery research is presented, where the authors classify research articles according to their approaches and methodologies, and find the gaps in the literature for better service recovery.
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Service Recovery Paradox: The Success Parameters:
TL;DR: In this article, the authors give insights into service recovery paradox (SRP) to find and validate the key factors for occurrence of this phenomenon and examine the SRP and build a conceptual fra...
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Service Failure Magnitude and Paradox: A Banking Perspective
TL;DR: In this article, an exhaustive list of service failures in the banking industry was developed through reviewing the extant literature, and consumer insights on failure magnitude were obtained through 10 focus group interviews conducted in 4 Indian metro areas.
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Business Ethics: A Sustainability Approach
TL;DR: In this article, the authors describe how service sectors have begun to degrade values in the desire to profit and high competition scenarios, and predict that the roots of trust, loyalty and understanding have started to tremble and there is a need of some kind of action.
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Service operation strategy: a developing country perspective
TL;DR: In this article, the authors focused on service sector customers' perceptions and response regarding complaint management, recovery process to create competitive advantage, and compared and recommended factors important for the service recovery strategy implementation among the health care, financial and personal care sectors for gaining higher satisfaction, trust and loyalty.
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