An Empirical Study on Service Recovery Satisfaction in an Open and Distance Learning Higher Education Institution in Malaysia

This study investigated the relationships among justice dimensions (distributive, procedural, interpersonal, and informational), university image, service recovery satisfaction, and customer behavioural outcomes (trust, word of mouth, repurchase intention, and loyalty). This study adopted a cross-se...

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Autores principales: Mohd Rushidi bin Mohd Amin, Shishi Kumar Piaralal, Yon Rosli bin Daud, Baderisang bin Mohamed
Formato: article
Lenguaje:EN
Publicado: Athabasca University Press 2020
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Acceso en línea:https://doaj.org/article/c01046b16ddd47ae9fc66669e6d35bd7
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