Does service recovery lead to customer satisfaction and loyalty in airline industry? a perceived justice theory approach
Purpose: Service failure has been the subject of researches in airline industry in the contemporary.This failure continues to be an enigma for the industry and this paper is an attempt to offer primary solution through perceived justice theory approach. Design/methodology/approach: This paper adopts...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
International Digital Organization for Scientific Information (IDOSI)
2015
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| Subjects: | |
| Online Access: | https://repo.uum.edu.my/id/eprint/21290/1/WASJ%2033%202%202015%20256%20262.pdf |