Advanced International Journal of Multidisciplinary Research

E-ISSN: 2584-0487 •   Impact Factor: 9.11

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Service Recovery and Complaint Management in Organised Retailing: A Case Study of D-Mart Supermarket, Ongole, Andhra Pradesh

Author(s) M Jayasri, Prof. N Udaya Bhaskar
Country India
Abstract Service failures are an unavoidable feature of retail operations, and how a firm responds to them often matters more for customer retention than the failure itself. This paper examines service recovery and complaint management practices in organised retailing, with specific reference to the D-Mart supermarket outlet in Ongole, Andhra Pradesh. While much of the existing retail literature addresses how service quality is delivered, comparatively little empirical work examines what happens once that delivery breaks down and how recovery efforts subsequently shape customer perceptions. Using a descriptive case-study design, primary data were collected from 150 D-Mart customers in Ongole through a structured questionnaire built around the justice-theory framework of distributive, procedural, and interactional justice, supplemented by a semi-structured interview with store-level management. The findings indicate that billing errors and stock unavailability are the most frequently reported service failures, that interactional justice carries the strongest association with post-recovery satisfaction, and that effective recovery produces a modest service-recovery-paradox effect on repurchase intention among affected customers. The paper concludes with managerial implications for frontline staff training, complaint-tracking systems, and store-level empowerment, and outlines directions for future comparative research across organised retail formats in India.
Keywords service recovery, complaint management, organised retail, service failure, justice theory, D-Mart, customer satisfaction, retail service quality, Andhra Pradesh
Discipline Other
Published In Volume 4, Issue 4, July-August 2026
Published On 2026-08-15
DOI https://doi.org/10.62127/aijmr.2026.v04i04.1473
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