Vol. 1, Issue 2, Part B (2015)

Abstract
One of the important aspects for the long-run success of an organization is customer satisfaction. The construct might be studied from a general perspective or from the perspective of specific situational contexts like service failure and subsequent recovery in the delivery of services. Few researchers till date have studied post-service recovery customer satisfaction by studying the dimensions contributing to it. In this study the construct, post-service recovery customer satisfaction and the dimensions contributing to it have been explored from a qualitative perspective. Depth interviews and focus groups were conducted and they were analyzed based on Grounded Theory. The analysis included open coding of the data and writing memos for the open codes, concept generation from the phenomena, index card sorting to identify categories and sub-categories, axial coding to relate the categories and sub-categories, and selective coding to identify the core category. The concepts generated would determine the dimensions which might affect post-service recovery customer satisfaction.