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Antecedents and Outcomes of Service Recovery Satisfaction: a Study Among Open University Malaysia Students in Klang Valley, Malaysia

Researchers and practitioners often pay less attention to service recovery research compared to service quality or customer satisfaction particularly in the context of open and distance learning (ODL) in Malaysia. More importantly, the antecedents and outcomes of service recovery satisfaction are...

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Main Author: Mohd Rushidi Mohd Amin,
Format: Thesis
Published: 2019
Subjects:
L Education (General)
LC Special aspects of education
Online Access:http://library.oum.edu.my/repository/1209/1/library-document-1209.pdf
http://library.oum.edu.my/repository/1209/2/library-document-1209.pdf
http://library.oum.edu.my/repository/1209/
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spelling my.oum.12092021-09-04T10:34:39Z Antecedents and Outcomes of Service Recovery Satisfaction: a Study Among Open University Malaysia Students in Klang Valley, Malaysia Mohd Rushidi Mohd Amin, L Education (General) LC Special aspects of education Researchers and practitioners often pay less attention to service recovery research compared to service quality or customer satisfaction particularly in the context of open and distance learning (ODL) in Malaysia. More importantly, the antecedents and outcomes of service recovery satisfaction are often given less emphasis by the ODL institutions in their efforts to gain advantages in the current higher education environment. Based on past literature, four dimensions of justice were used to develop a theoretical understanding of the antecedents of service recovery satisfaction and its outcomes. This study investigated the relationships between justice dimensions (distributive, procedural, interpersonal, and informational), university image, service recovery satisfaction, and customer future outcomes (trust, word of mouth, repurchase intention and loyalty). Data were collected through a survey of 303 OUM students in Klang Valley, Malaysia who experienced service failure and service recovery. This study proposed and tested a framework via Partial Least Square Structural Equation Modeling (PLS-SEM). The results reveal a significant relationship between justice dimensions and service recovery satisfaction in terms of procedural and interpersonal justice. Service recovery satisfaction had a significant effect on all customer outcomes understudy. The inclusion of the university image as moderators were found out does not moderate the relationship between justice dimensions and service recovery satisfaction, implying that the university image does not have a significant interaction effect on this relationship. Therefore, the result of the study will help the managers and professionals to better understand how the antecedents and outcomes of service recovery satisfaction are important for the organisation, and how to deal with the customers in service failure situations to maximise the organisation profit. These results have important implications for marketing theory and business practicality. (Abstract by Author) 2019 Thesis NonPeerReviewed text http://library.oum.edu.my/repository/1209/1/library-document-1209.pdf text http://library.oum.edu.my/repository/1209/2/library-document-1209.pdf Mohd Rushidi Mohd Amin, (2019) Antecedents and Outcomes of Service Recovery Satisfaction: a Study Among Open University Malaysia Students in Klang Valley, Malaysia. Other thesis, Open University Malaysia. http://library.oum.edu.my/repository/1209/
institution Open University Malaysia
building OUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Open University Malaysia
content_source OUM Knowledge Repository
url_provider http://library.oum.edu.my/repository/
topic L Education (General)
LC Special aspects of education
spellingShingle L Education (General)
LC Special aspects of education
Mohd Rushidi Mohd Amin,
Antecedents and Outcomes of Service Recovery Satisfaction: a Study Among Open University Malaysia Students in Klang Valley, Malaysia
description Researchers and practitioners often pay less attention to service recovery research compared to service quality or customer satisfaction particularly in the context of open and distance learning (ODL) in Malaysia. More importantly, the antecedents and outcomes of service recovery satisfaction are often given less emphasis by the ODL institutions in their efforts to gain advantages in the current higher education environment. Based on past literature, four dimensions of justice were used to develop a theoretical understanding of the antecedents of service recovery satisfaction and its outcomes. This study investigated the relationships between justice dimensions (distributive, procedural, interpersonal, and informational), university image, service recovery satisfaction, and customer future outcomes (trust, word of mouth, repurchase intention and loyalty). Data were collected through a survey of 303 OUM students in Klang Valley, Malaysia who experienced service failure and service recovery. This study proposed and tested a framework via Partial Least Square Structural Equation Modeling (PLS-SEM). The results reveal a significant relationship between justice dimensions and service recovery satisfaction in terms of procedural and interpersonal justice. Service recovery satisfaction had a significant effect on all customer outcomes understudy. The inclusion of the university image as moderators were found out does not moderate the relationship between justice dimensions and service recovery satisfaction, implying that the university image does not have a significant interaction effect on this relationship. Therefore, the result of the study will help the managers and professionals to better understand how the antecedents and outcomes of service recovery satisfaction are important for the organisation, and how to deal with the customers in service failure situations to maximise the organisation profit. These results have important implications for marketing theory and business practicality. (Abstract by Author)
format Thesis
author Mohd Rushidi Mohd Amin,
author_facet Mohd Rushidi Mohd Amin,
author_sort Mohd Rushidi Mohd Amin,
title Antecedents and Outcomes of Service Recovery Satisfaction: a Study Among Open University Malaysia Students in Klang Valley, Malaysia
title_short Antecedents and Outcomes of Service Recovery Satisfaction: a Study Among Open University Malaysia Students in Klang Valley, Malaysia
title_full Antecedents and Outcomes of Service Recovery Satisfaction: a Study Among Open University Malaysia Students in Klang Valley, Malaysia
title_fullStr Antecedents and Outcomes of Service Recovery Satisfaction: a Study Among Open University Malaysia Students in Klang Valley, Malaysia
title_full_unstemmed Antecedents and Outcomes of Service Recovery Satisfaction: a Study Among Open University Malaysia Students in Klang Valley, Malaysia
title_sort antecedents and outcomes of service recovery satisfaction: a study among open university malaysia students in klang valley, malaysia
publishDate 2019
url http://library.oum.edu.my/repository/1209/1/library-document-1209.pdf
http://library.oum.edu.my/repository/1209/2/library-document-1209.pdf
http://library.oum.edu.my/repository/1209/
_version_ 1710678624736116736
score 13.211869

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