Seminar Title: Service recovery strategy in platform economy: a moderated-moderation model with compensation, punishment and aggregator’s effort
Date: Thursday, 8th October 2026
Time: 4:30 PM
Speaker: Dr. Prathamesh Vivek Kittur
Affiliation: Assistant Professor, Indian Institute of Technology Madras
Speaker Bio:Dr. Prathamesh Vivek Kittur is an Assistant Professor of Marketing at the Department of Management Studies, IIT Madras. His research and teaching focus on B2B marketing, buyer–seller relationships, sales and distribution management, services marketing, and marketing analytics. His work has appeared in leading journals, including the European Journal of Marketing (ABDC A*, ABS 3), Journal of Business Research (ABDC A, ABS 3), and Journal of Business & Industrial Marketing (ABDC A, ABS 2). He also contributes to industry and public-sector consultancy projects involving customer insights, service recovery, digital platforms, and market strategy. His research focuses on the analytics, B2B marketing and services, and is the facilitator for the NPTEL course on Digital Marketing in the AI era.
Abstract: This seminar explores how platform aggregators (like ride-hailing or food delivery apps) can effectively manage customer dissatisfaction after service failures caused by their partner providers. It presents findings from surveys, experiments, and interviews, showing that while compensation and visible aggregator efforts can boost satisfaction and reduce negative word-of-mouth, even strong recovery actions may not always restore customers’ willingness to repurchase especially after severe incidents. The session highlights the importance of tailoring recovery strategies to the severity of the issue and balancing compensation with empathetic, transparent actions.
Venue: Mini Auditorium (This is an in-person seminar)
