Recovering from service failure: does satisfaction fortify brand trust?
Most companies across the globe are aware the impact of service failure towards the reputation and long term profitability of their businesses. However, not all companies are fully prepared for such transgression.As a result of service failure, customers will be dissatisfied and lost trust towards...
| Main Authors: | , |
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| Format: | Conference or Workshop Item |
| Language: | English |
| Published: |
2014
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| Subjects: | |
| Online Access: | https://repo.uum.edu.my/id/eprint/22446/1/ICBM%202014%20238%20243.pdf |