Thank Heavens for Complainers: Impact of Effective Service Recovery on Customer Satisfaction and Post behavioral Intention in Malaysian Banking Industry
The commercial banks are among the service organizations that face intense competition all over the world. The competition has permitted customers to behave in a more demanding manner in their dealings with service providers since there are plenty of choices available in the market. In response, ban...
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| Format: | Thesis |
| Language: | English |
| Published: |
2012
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| Online Access: | http://eprints.intimal.edu.my/690/1/MBA%2085.pdf http://eprints.intimal.edu.my/690/ |
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