Does service recovery lead to customer satisfaction and loyalty in airline industry? a perceived justice theory approach

Purpose: Service failure has been the subject of researches in airline industry in the contemporary.This failure continues to be an enigma for the industry and this paper is an attempt to offer primary solution through perceived justice theory approach. Design/methodology/approach: This paper adopts...

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Bibliographic Details
Main Authors: Abbas, Mohammad Ridha, Abdullateef, Aliyu Olayemi, Mohd Mokhtar, Sany Sanuri
Format: Article
Language:English
Published: International Digital Organization for Scientific Information (IDOSI) 2015
Subjects:
Online Access:http://repo.uum.edu.my/21290/1/WASJ%2033%202%202015%20256%20262.pdf
http://repo.uum.edu.my/21290/
https://www.idosi.org/wasj/wasj33(2)15/10.pdf
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