Exploring the impact of service recovery on customer affection, perceived value, and sabotaging behaviour: does gender make a difference?

Exploring the impact of service recovery on customer affection, perceived value, and sabotaging behaviour: does gender make a difference?

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This empirical study aims to investigate the impact of service recovery on customer affection, perceived value, and sabotaging behavior 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 of 2...

Bibliografske podrobnosti
Main Authors:	Daskin, Mustafa, Kasim, Azilah
Format:	Article
Izdano:	Inderscience Enterprises Ltd. 2016
Teme:	HD28 Management. Industrial Management

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