The article aims to give insights into service recovery paradox (SRP) to find and validate the key factors for occurrence of this phenomenon. This study examines the SRP and builds a conceptual framework and validates to explain why and when it exists. The article is empirical and involves data from 150 respondents from India. The sampling unit is employee of health care, banking and personal care service sector. The data collection instrument is a structured, non-disguised questionnaire. The questionnaires have been filled through personal interviews. Six exigencies that influence relative importance within the SRP include fair communications that build relations, clearance of failure memory, creating understanding, reciprocating, building risk-taking confidence and depending on human nature to forgive and forget. This article could help business managers understand the state of mind of a customer after a service recovery and how they can capitalize on the situation to retain business. Researchers need to find the deepest part of the SRP to be practically used by the practitioners.

Purpose The purpose of this paper is to examine the incidence and determinants of educational mismatch in the Indian labour market. It also attempts to measure the wage effects of educational mismatch, and other individual and work-related characteristics. Design/methodology/approach Educational mismatch is modelled using multiple Mincerian equations. Wage effects are measured using the novel identification strategy of Lewbel (2012), which constructs internal instruments to obviate potential endogeneity problems. Findings The authors find that the returns to over-education are positive and significant, while the returns to under-education are negative and significant. However, over-educated would earn less than the workers who have the same educational level, but who are engaged in occupations for which they are adequately educated. Originality/value This study is one of the earliest attempts to identify the determinants of educational mismatch in the Indian labour market. Additionally, it measures the effect of educational mismatch on labour market earnings, as well as marginal wage effects of each surplus (or deficit) year of education. Methodological improvements ensure that the results are robust to the sample selection bias, as well as the endogeneity bias.

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Service quality is increasingly being emphasized by industries today as it not only offers a competitive advantage but also ensures a sustainable advantage for them. The present study uses the SERVQUAL instrument for measuring service quality in the various 5 star hotels of Jaipur city and tries to identify the various dimensions which contribute to customer satisfaction. The results reveal that the correlation of tangibility and reliability was low (.110) and between responsiveness and empathy was also less (.059). The results show a positive statistical significance between customer satisfaction and the dimensions of assurance and responsiveness while there was found to be less correlation between customer satisfaction and the dimensions of tangibility and empathy. The standard deviation also ranges between 0.189 to 0.458. The results reveal that the relative relationship between the various dimensions and customer satisfaction vary and that the total service quality also varies from service to service. Hence the specific impact of each quality element should be taken into account before designing the services processes.

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