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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| Format: | Thesis |
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2019
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| 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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