Key antecedents influencing customer satisfaction with service recovery: a case of airlines in Malaysia / Nurliyana Abas

• 主要作者: Abas, Nurliyana
• 格式: Conference or Workshop Item
• 语言: English
• 出版: 2014
• 主题: Consumer satisfaction; Customer services. Customer relations
• 在线阅读: http://ir.uitm.edu.my/id/eprint/35563/1/35563.pdf; http://ir.uitm.edu.my/id/eprint/35563/

The purpose of this study is to study the customer satisfaction with service recovery (CSSR) by examining the key antecedent dimensions that able to influence the satisfaction. Quantitative approach questionnaire was used for data collection. A total of 382 questionnaires were gathered from those wh...