| dc.description.abstract | With the distance between companies and consumers decreasing, it has become extremely easy for customers to complain and access redressal and recovery strategies from companies. We also see that a customer’s overall satisfaction with a service largely depends on their perception of fairness and their experience throughout the recovery process. Their perception depends on their socio-cultural and psychological factors, and thus, political ideology emerges as one of its key drivers. We investigate the relation between likelihood of a customer churning, political ideology of the customer, recovery mechanism attributes (such as compensation provided, politeness of customer service executive). We find that political ideology does influence these parameters to a certain extent. Using this understanding, we propose a few recovery strategies that firms can adopt to improve the customer satisfaction thus reducing churn. | en_US |
