Author: Suresh Kandulapati, Raja Shekhar Bellamkonda. Abstract: This study proposes and tests a structural model to examine the interrelationships among service recovery, customer satisfaction and image in the context of online retailing in India. The study adopts and validates E-RecS-QUAL scale to measure online service recovery.
Author: Viqar Ali Baig, Javaid Akhter, Mohd Shahid Mewat. Abstract: Realizing the importance of KM in Supply Chain (SC), an effort has been made in this paper to suggest a theoretical framework for KM in SC and to authenticate the frame with the help of an experiential study conducted with Indian enterprises.