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Public perception of service recovery and its effect on service recovery satisfaction, trust and word of mouth: the case of complainants from the local authorities in Selangor / Norizan Sharif

Citizen dissatisfaction with public services erodes trust in government and generates negative word of mouth behaviour (WOM) publicity. Public organizations must proactively seek, not only to design and operate better service delivery systems to reduce failures, but it must also establish systems to...

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書誌詳細
第一著者:	Sharif, Norizan
フォーマット:	学位論文
言語:	English
出版事項:	2010
主題:	General. Comparative government
オンライン･アクセス:	https://ir.uitm.edu.my/id/eprint/38630/1/38630.pdf https://ir.uitm.edu.my/id/eprint/38630/
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