The role of perceived service recovery as the mediator between relationship intention and customer satisfaction in the airline industry in Sabah / Abdul Hafidz Juimin

• Main Author: Juimin, Abdul Hafidz
• Format: Student Project
• Language: English
• Published: 2016
• Subjects: Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling; Consumer satisfaction; Customer services. Customer relations
• Online Access: https://ir.uitm.edu.my/id/eprint/67482/1/67482.pdf; https://ir.uitm.edu.my/id/eprint/67482/

In the competitive era, customer retention has become an important element in the survival of the firms. Losing customers to competitors is a continuing threat, since the potential for this loss is only with a small mistake. This study aimed to investigate the effect of determining the customer on c...