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

• المؤلف الرئيسي: Abas, Nurliyana
• التنسيق: Conference or Workshop Item
• اللغة: English
• منشور في: 2014
• الموضوعات: Consumer satisfaction; Customer services. Customer relations
• الوصول للمادة أونلاين: 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...