Browsing Journal Articles by Author "Prakhya, Srinivas"
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Leveraging service recovery strategies to reduce customer churn in an emerging market
Borah, Sourav; Prakhya, Srinivas; Sharma, Amalesh (Springer, 2019)Building on the properties of emerging markets, we investigate how a firm should align its service recovery strategies with different types of service failure to reduce customer churn in an emerging market. Using resource ...