Service Recovery- An Opportunity to Enhance Shipper's Loyalty in Ocean Freight Forwarding

The study aims to analyse the failure of service and the service recovery solutions provided to the shippers. The dissatisfaction and the complaints raised in the freight forwarding services have not been studied to a greater extent in previous literature. The causes of failures and the actions taken for recovery from the point of shippers have been examined. The factors leading to satisfaction or dissatisfaction can be determined exactly by analysing the service failures. The relationship between the customers and the company depends on the impact of service failures and recovery strategies. The service failure would make the customersdecide to move away from the company. Providing the effective recovery solutions are highly significant for maintaining and improving the customer-company relationships. Prevention of service failure and developing the recovery strategy by dealing with it in a professional manner is very crucial for freight forwarding companies.