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.
Date of Issue2000
College of Business (Nanyang Business School)
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.
Final Year Project (FYP)
Nanyang Technological University