Exploring the impact of service recovery on customer affection, perceived value, and sabotaging behaviour: does gender make a difference?
This empirical study aims to investigate the impact of service recovery on customer affection, perceived value, and sabotaging behaviour in a service industry context in Penang/Malaysia. Data for this empirical investigation were gathered from a sample of international hotel guests. A total number o...
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| 主要な著者: | , |
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| フォーマット: | 論文 |
| 出版事項: |
Inderscience Enterprises Ltd.
2016
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| オンライン･アクセス: | http://repo.uum.edu.my/20841/ http://www.inderscienceonline.com/doi/abs/10.1504/IJSOM.2016.075246 |
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