Key antecedents influencing customer satisfaction with service recovery: a case of airlines in Malaysia
The purpose of this study is to study the customer satisfaction with service recovery (CSSR) by examining the key antecedent dimensions that able to influence the satisfaction. Quantitative approach questionnaire was used for data collection. A total of 382 questionnaires were gathered from those wh...
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| Main Author: | |
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| Format: | Conference or Workshop Item |
| Language: | English |
| Published: |
2014
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| Online Access: | http://psasir.upm.edu.my/id/eprint/67081/1/TeSSHI_2014-2.pdf http://psasir.upm.edu.my/id/eprint/67081/ |
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