Books by Dipen Rai
Brown Walker Press, 2019
This book chapter assesses the relationships between perceived justice and online service failure... more This book chapter assesses the relationships between perceived justice and online service failure and recovery strategies in the fashion industry for customer retention. The existing literature has examined three-way and two-way interactions between procedural, distributive and interactional justice. The outcomes vary in terms of which combinations of justice create substantial interaction effects on customer recovery assessment. It recommends that for fashion brand providers to be competitive, they must combine both immersive technology and dimension metrics that comprise of subjective assessments. Both of these are critical to improve online service failure-recovery experiences which can have a significant impact on customer satisfaction and post-recovery behaviour. Furthermore, such a combination can mediate the relationship between satisfaction variables and justice dimensions.
Leveraging Computer-Mediated Marketing Environments. Publisher: IGI Global, 2019
The ideas of service failure and recovery strategies have been transformed, due to the internet e... more The ideas of service failure and recovery strategies have been transformed, due to the internet environment, from a consumer-provider perspective to a multifaceted web quality activity. The research on service failure and recovery strategies has been well-developed in terms of the consumer’s viewpoint of service as well as the responsibility for recovery conventionally expected to be allotted to the marketer. On he contrary, existing research indicates that there is a limited range of understanding of consumer-website interactivity relating to online service failure and recovery strategies as well as less understanding of the highly diverse characteristics of computer-mediated marketing environments (CMMEs). The perspectives of CMMEs relate to online customer behaviour as distinct from conventional behaviour. In fact, providers are involved in intense activity in the online environment in terms of market competition, as customers are positioned just a click away from switching providers in the case of service failure.
Conference Presentations by Dipen Rai
24th UK Academy for Information Systems International Conference, 2019
This paper aims to analyse perceptions of online service failure-recovery and customer retention ... more This paper aims to analyse perceptions of online service failure-recovery and customer retention in relation to the creation of satisfactory experiences for both customer and providers in the banking sector. In specific, the negative impacts of service failures and the positive effect of recovery strategies are assessed. Online service failures can have adverse impacts on profitability, and on-and offline service failures are inevitable in the service industry. A number of observations are made with implications for customer and provider experience in the banking sector. The purpose of this paper is to divulge predominant academic insight into a consistent provider-customer interaction and unlocks new perceptions for future academic study by examining the phenomenon from the perspectives of both providers and customers.
Global Business and Technology Association, 2018
This paper discusses online service failure-recovery and customer retention as strategies to faci... more This paper discusses online service failure-recovery and customer retention as strategies to facilitate satisfactory customer and provider experiences in the banking sector. In particular, the adverse effects of service failures and the positive impact of recovery strategies are examined. A number of observations are made with implications for customer experience in the banking sector. The paper discusses service in the context of online settings since the internet does not allow for the separation of experience from offline forms. This study explores online service failure-recovery in the banking sector from the perspective of social constructivism. Investigating the phenomenon from the perceptions of both providers and customers, it reveals predominant academic perception into a coherent provider-customer interaction and unlocks new perspectives for future academic study.
Papers by Dipen Rai
Leveraging Computer-Mediated Marketing Environments, 2019
The ideas of service failure and recovery strategies have been transformed, due to the internet e... more The ideas of service failure and recovery strategies have been transformed, due to the internet environment, from a consumer-provider perspective to a multifaceted web quality activity. The research on service failure and recovery strategies has been well-developed in terms of the consumer's viewpoint of service as well as the responsibility for recovery conventionally expected to be allotted to the marketer. On the contrary, existing research indicates that there is a limited range of understanding of consumer-website interactivity relating to online service failure and recovery strategies as well as less understanding of the highly diverse characteristics of computer-mediated marketing environments (CMMEs). The perspectives of CMMEs relate to online customer behavior as distinct from conventional behavior. In fact, providers are involved in intense activity in the online environment in terms of market competition, as customers are positioned just a click away from switching pr...
This paper aims to analyse perceptions of online service failure-recovery and customer retention ... more This paper aims to analyse perceptions of online service failure-recovery and customer retention in relation to the creation of satisfactory experiences for both customer and providers in the banking sector. In specific, the negative impacts of service failures and the positive effect of recovery strategies are assessed. Online service failures can have adverse impacts on profitability, and onand offline service failures are inevitable in the service industry. A number of observations are made with implications for customer and provider experience in the banking sector. The purpose of this paper is to divulge predominant academic insight into a consistent providercustomer interaction and unlocks new perceptions for future academic study by examining the phenomenon from the perspectives of both providers and customers.
Interdisciplinary Journal of Economics and Business Law, 2020
Firms have progressively provided a range of schemes to enhance online service failure and recove... more Firms have progressively provided a range of schemes to enhance online service failure and recovery strategies. Luxury fashion brand firms have tested different types of recovery strategies and have transitioned from offline to online settings to implement these. This paper assesses the impact of interactions between service providers and customers in terms of recovery strategies. Analysis is based on interview data collected on various service failure and recovery strategies. The paper considers the extent of customers involvement in online settings. Analysis suggests that customers interactions with service providers concerning online service failure and recovery strategies are more important than investigating single service failure-recovery experiences. This paper encompasses the relevant concepts of service failure-recovery experience and the creation of various recovery strategies for service failure that rely on the circumstantial social domain.
Uploads
Books by Dipen Rai
Conference Presentations by Dipen Rai
Papers by Dipen Rai