Service recovery strategy and customer satisfaction in higher education

• Main Authors: Yeop Yunus, Nek Kamal, Hussin, Zolkafli, Yusoff, Rushami Zien
• 格式: Conference or Workshop Item
• 语言: English
• 出版: 2004
• 主题: LB2300 Higher Education
• 在线阅读: 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...