Perceived Justice With Service Recovery, Recovery Satisfaction And Loyalty In An Airline Company: The Moderating Role Of Failure Attributions
It is now well documented that an effective recovery is an essential part of firms‟ service quality programs and critical to generating satisfaction and loyalty. A number of studies have investigated the impact of recovery efforts on post-recovery satisfaction, mostly in Western countries. However,...
Saved in:
主要作者: | Davoud, Nikbin |
---|---|
格式: | Thesis |
语言: | English |
出版: |
2013
|
主题: | |
在线阅读: | http://eprints.usm.my/46085/1/Davoud%20Nikbin24.pdf http://eprints.usm.my/46085/ |
标签: |
添加标签
没有标签, 成为第一个标记此记录!
|
相似书籍
-
The role of airline travelers' pre-recovery emotions during the service recovery process
由: Nikbin, Davoud, et al.
出版: (2015) -
Operations process of e-service recovery attributes and their relationship with perceived justice
由: Abu Bakar, Siti Zakiah, et al.
出版: (2020) -
Does service recovery lead to customer satisfaction and loyalty in airline industry? a perceived justice theory approach
由: Abbas, Mohammad Ridha, et al.
出版: (2015) -
Relationship between distributive justice, procedural justice, and satisfaction after service recovery
由: Abu Bakar, Siti Zakiah
出版: (2018) -
The Moderating Role Of Safety Perception On Perceived Justice And Service Recovery
Satisfaction Relation
由: Muhammad, Halirua, et al.
出版: (2017)