Service recovery activities and customer satisfaction: mediating role of justice dimensions: a case study of China
Customer satisfaction and its contribution to service quality improvement, especially through effective service recovery programs, are not new to researchers. Several studies have identified the impact of service recovery activities on customer post-recovery satisfaction mostly in Western countries,...
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| Main Authors: | , |
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| Format: | Article |
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Canadian Center of Science and Education
2014
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| Subjects: | |
| Online Access: | http://eprints.utm.my/id/eprint/62563/ http://dx.doi.org/10.5539/ass.v10n18p253 |
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