Perceived Justice With Service Recovery, Recovery Satisfaction And Loyalty In An Airline Company: The Moderating Role Of Failure Attributions
It is now well documented that an effective recovery is an essential part of firms‟ service quality programs and critical to generating satisfaction and loyalty. A number of studies have investigated the impact of recovery efforts on post-recovery satisfaction, mostly in Western countries. However,...
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| Format: | Thesis |
| Language: | English |
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2013
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| Online Access: | http://eprints.usm.my/46085/1/Davoud%20Nikbin24.pdf |