Retail travel agent Service recovery toward customer satisfaction / Nur Adlinna Mohamed , Nur Syafikah Wan Jusoh and Mazlina Mahdzar.

• Main Authors: Mohamed, Nur Adlinna, Wan Jusoh, Nur Syafikah, Mahdzar, Mazlina
• Format: Article
• Language: English
• Published: Universiti Teknologi MARA, Shah Alam: Malaysian Academy of SME and Entrepreneurship Development (MASMED) 2017
• Subjects: Consumer satisfaction; Customer services. Customer relations
• Online Access: http://ir.uitm.edu.my/id/eprint/42824/1/42824.pdf; http://ir.uitm.edu.my/id/eprint/42824/

Retail travel agents have focused on providing high quality of service in ensuring they are not far behind in the competition against rival. However the low quality of services is the expected cause of travel agency service failure. Therefore, service recovery has become an important tool to acquire...