The effect of perceived service recovery justice on customer loyalty: role of customer affection as moderator in Malaysian telecommunication industry / Siti Aisyah Yaakob …[et al.]

• Main Authors: Yaakob, Siti Aisyah, Mohamad, Nur Syaahidah, Mohd Ghani, Nur Nashreena Aliya, Abd Rahman, Nur Ain, Othman, Abdul Kadir
• Format: Article
• Language: English
• Published: Faculty of Business and Management and UiTM Press Universiti Teknologi MARA, Malaysia. 2017
• Subjects: Marketing; Market surveys. Including brand choice. Brand loyalty; Customer services. Customer relations
• Online Access: https://ir.uitm.edu.my/id/eprint/29422/1/AJ_SITI%20AISYAH%20YAAKOB%20ABRIJ%20B%2017.pdf; https://ir.uitm.edu.my/id/eprint/29422/; https://myjms.mohe.gov.my/index.php/ABRIJ/

Customer loyalty has been the goal of service providers including telecommunication companies. They need to make sure that they can retain their customers as long as possible. Service recovery is one of the aspects that should be focused on as telecommunication services tend to receive a lot of comp...