Cultural Differences in the Effect of an Explanation on Consumers' Perceived Justice and Post-Recovery Satisfaction / Boo Huey Chern and Ting Lee Hui

Service failure is an unavoidable reality faced by many service businesses today. A failure in service delivery leads to dissatisfied customer behaviors such as switching and spreading negative word-of mouth. Therefore, service providers need to be actively involved in returning customers' nega...

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Bibliographic Details

Main Authors:	Boo, Huey Chern, Ting, Lee Hui
Format:	Article
Language:	en
Published:	Faculty of Hotel and Tourism Management, Universiti Teknologi MARA Selangor, Puncak Alam Campus 2011
Subjects:	Customs relative to transportation and travel Service industries Hospitality industry. Hotels, clubs, restaurants, etc. Food service
Online Access:	https://ir.uitm.edu.my/id/eprint/44417/1/44417.pdf https://ir.uitm.edu.my/id/eprint/44417/ https://www.jthca.org/
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