To fly or not to fly? An empirical study of trust, post-recovery satisfaction and loyalty of Malaysia Airlines passengers
Purpose: The purpose of this paper is to investigate the importance of successful service recovery in the airline sector by examining the interrelationship between perceived justice, recovery satisfaction and overall satisfaction, customer trust and customer loyalty. Furthermore, the research assess...
Saved in:
| Main Authors: | , , , |
|---|---|
| Format: | Article |
| Published: |
Emerald
2019
|
| Subjects: | |
| Online Access: | http://eprints.um.edu.my/23978/ https://doi.org/10.1108/JSTP-10-2018-0223 |
| Tags: |
Add Tag
No Tags, Be the first to tag this record!
|