Service Recovery Satisfaction in Open and Distance Learning (ODL) in Malaysia: Antecedents and Outcomes

• Main Authors: Mohd Rushidi bin Mohd Amin,, Shishi Kumar Piaralal,, Zahir Osman,, Abdul Rahim Mohamed Amin,
• Format: Article
• Published: ASEAN Journal of Open and Distance Learning 2018
• Subjects: LC5800 Distance education
• Online Access: http://library.oum.edu.my/repository/1373/1/library-document-1373.pdf; http://library.oum.edu.my/repository/1373/

Researchers and practitioners often pay less attention to service recovery research compared to service quality or customer satisfaction, particularly in the context of Open and Distance Learning. Moreover, the antecedents and outcomes of service recovery satisfaction are frequently given less em...