Exploring the impact of service recovery on customer affection, perceived value, and sabotaging behaviour: does gender make a difference?
This empirical study aims to investigate the impact of service recovery on customer affection, perceived value, and sabotaging behaviour in a service industry context in Penang/Malaysia. Data for this empirical investigation were gathered from a sample of international hotel guests. A total number o...
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Inderscience Enterprises Ltd.
2016
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