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Antecedents and outcomes of service recovery satisfaction: perspectives on open and distance learning in Malaysia

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

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Main Authors: Mohd Rushidi Mohd Amin,, Shishi Kumar Piaralal,
Format: Article
Published: 2020
Subjects:
LC5800 Distance education
Online Access:http://library.oum.edu.my/repository/1254/
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id my.oum.1254
record_format eprints
spelling my.oum.12542020-10-19T14:26:49Z Antecedents and outcomes of service recovery satisfaction: perspectives on open and distance learning in Malaysia Mohd Rushidi Mohd Amin, Shishi Kumar Piaralal, LC5800 Distance education Researchers and practitioners in higher education often pay less attention to service recovery compared to service quality or customer satisfaction particularly in the context of open and distance learning (ODL) in Malaysia. More importantly, the outcomes of service recovery satisfaction are often given less emphasis by the ODL institutions and often focused on delivering services with the approach of getting it right the first time. Service failure is inevitable and when the service delivery fails at some point, the whole process will be disrupted, and the students will be dissatisfied. This is where service recovery through justice dimensions play its part. In this study, the relationship between justice dimensions (procedural, distribution, interpersonal and informational justice), service recovery satisfaction, and behavioural outcomes are being explored and the moderating effects of corporate image in the Malaysian ODL context are also being looked at and examined in this study. (Abstract by authors) 2020 Article PeerReviewed Mohd Rushidi Mohd Amin, and Shishi Kumar Piaralal, (2020) Antecedents and outcomes of service recovery satisfaction: perspectives on open and distance learning in Malaysia. International Journal of Business Innovation and Research (IJBIR), 21 (1). http://library.oum.edu.my/repository/1254/
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 LC5800 Distance education
spellingShingle LC5800 Distance education
Mohd Rushidi Mohd Amin,
Shishi Kumar Piaralal,
Antecedents and outcomes of service recovery satisfaction: perspectives on open and distance learning in Malaysia
description Researchers and practitioners in higher education often pay less attention to service recovery compared to service quality or customer satisfaction particularly in the context of open and distance learning (ODL) in Malaysia. More importantly, the outcomes of service recovery satisfaction are often given less emphasis by the ODL institutions and often focused on delivering services with the approach of getting it right the first time. Service failure is inevitable and when the service delivery fails at some point, the whole process will be disrupted, and the students will be dissatisfied. This is where service recovery through justice dimensions play its part. In this study, the relationship between justice dimensions (procedural, distribution, interpersonal and informational justice), service recovery satisfaction, and behavioural outcomes are being explored and the moderating effects of corporate image in the Malaysian ODL context are also being looked at and examined in this study. (Abstract by authors)
format Article
author Mohd Rushidi Mohd Amin,
Shishi Kumar Piaralal,
author_facet Mohd Rushidi Mohd Amin,
Shishi Kumar Piaralal,
author_sort Mohd Rushidi Mohd Amin,
title Antecedents and outcomes of service recovery satisfaction: perspectives on open and distance learning in Malaysia
title_short Antecedents and outcomes of service recovery satisfaction: perspectives on open and distance learning in Malaysia
title_full Antecedents and outcomes of service recovery satisfaction: perspectives on open and distance learning in Malaysia
title_fullStr Antecedents and outcomes of service recovery satisfaction: perspectives on open and distance learning in Malaysia
title_full_unstemmed Antecedents and outcomes of service recovery satisfaction: perspectives on open and distance learning in Malaysia
title_sort antecedents and outcomes of service recovery satisfaction: perspectives on open and distance learning in malaysia
publishDate 2020
url http://library.oum.edu.my/repository/1254/
_version_ 1681491867428978688
score 13.211869

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