1Department of Business Administration, Bengal Institute of Technology and Management, Santiniketan, West Bengal, India Email id: baksi.arup@gmail.com; arup_bakshi@rediffmail.com
Recovery-zone-of-tolerance has been conceptualised as varying degree of acceptability of service recovery initiated by service firms. Service recovery is critical in restoring customers’ confidence in continuing association with service provider. Dearth of research work has been observed with regard to probable impact of service-recovery-zone-of-tolerance (SRZOT) on service recovery quality-customer retention link. This paper focuses on assessing this relationship in the context of banking industry. The study revealed that SRZOT does have a positive impact on the link between service recovery quality and customer retention.
Service recovery, Zone-of-tolerance, Bank, Customer retention, Failure
