Service recovery strategy and customer satisfaction in higher education

• المؤلفون الرئيسيون: Yeop Yunus, Nek Kamal, Hussin, Zolkafli, Yusoff, Rushami Zien
• التنسيق: Conference or Workshop Item
• اللغة: English
• منشور في: 2004
• الموضوعات: LB2300 Higher Education
• الوصول للمادة أونلاين: http://repo.uum.edu.my/2831/1/paper14Nek.pdf; http://repo.uum.edu.my/2831/

This study reports customer recovery satisfaction in educational settings. Most of previous research has been conducted in banks, restaurants and hotels but none of those were from educational context. There has been keen interest in customer recovery satisfaction recently. During the service encoun...