Service Recovery Satisfaction in Open and Distance Learning (ODL) in Malaysia: Antecedents and Outcomes
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. Moreover, the antecedents and outcomes of service recovery satisfaction are frequently given less em...
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ASEAN Journal of Open and Distance Learning
2018
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| Online Access: | https://library.oum.edu.my/repository/1373/1/library-document-1373.pdf https://library.oum.edu.my/repository/1373/ |
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| _version_ | 1831339112200667136 |
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| author | Mohd Rushidi bin Mohd Amin, Shishi Kumar Piaralal, Zahir Osman, Abdul Rahim Mohamed Amin, |
| author_facet | Mohd Rushidi bin Mohd Amin, Shishi Kumar Piaralal, Zahir Osman, Abdul Rahim Mohamed Amin, |
| author_sort | Mohd Rushidi bin Mohd Amin, |
| building | OUM Library |
| collection | Institutional Repository |
| content_provider | Open University Malaysia |
| content_source | OUM Knowledge Repository |
| continent | Asia |
| country | 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. Moreover, the antecedents and
outcomes of service recovery satisfaction are frequently given less emphasis
by Open and Distance Learning institutions in their efforts to gain advantages
in the current higher education business environment. Service organisations
such as Open and Distance Learning institutions are often focused on
delivering services with the approach of getting it right the first time. Service
failure is inevitable and when service delivery fails at some point, the whole
process will be disrupted and the students will be dissatisfied and
disappointed. This is where service recovery satisfaction through justice
dimensions plays its role. This study explores the relationship between justice
dimensions (Distributive, Procedural, Interpersonal and Informational Justice)
and Service Recovery Satisfaction, in addition to examining the moderating
effects of University Image. In order to regain lost customer support, service
providers must overcome the negative impact of poorly performed service.
Previous studies have attempted to identify the impact of service recovery
satisfaction by analysing the variation in post-recovery customer outcomes.
The present study explores four customer outcomes: Repurchase Intention,
Word of Mouth, Trust and Loyalty within the Malaysian ODL context. (Abstract by authors) |
| format | Article |
| id | my.oum.1373 |
| institution | Open University Malaysia |
| publishDate | 2018 |
| publisher | ASEAN Journal of Open and Distance Learning |
| record_format | eprints |
| spelling | my.oum.13732021-08-01T06:52:00Z Service Recovery Satisfaction in Open and Distance Learning (ODL) in Malaysia: Antecedents and Outcomes Mohd Rushidi bin Mohd Amin, Shishi Kumar Piaralal, Zahir Osman, Abdul Rahim Mohamed Amin, LC5800 Distance 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. Moreover, the antecedents and outcomes of service recovery satisfaction are frequently given less emphasis by Open and Distance Learning institutions in their efforts to gain advantages in the current higher education business environment. Service organisations such as Open and Distance Learning institutions are often focused on delivering services with the approach of getting it right the first time. Service failure is inevitable and when service delivery fails at some point, the whole process will be disrupted and the students will be dissatisfied and disappointed. This is where service recovery satisfaction through justice dimensions plays its role. This study explores the relationship between justice dimensions (Distributive, Procedural, Interpersonal and Informational Justice) and Service Recovery Satisfaction, in addition to examining the moderating effects of University Image. In order to regain lost customer support, service providers must overcome the negative impact of poorly performed service. Previous studies have attempted to identify the impact of service recovery satisfaction by analysing the variation in post-recovery customer outcomes. The present study explores four customer outcomes: Repurchase Intention, Word of Mouth, Trust and Loyalty within the Malaysian ODL context. (Abstract by authors) ASEAN Journal of Open and Distance Learning 2018 Article PeerReviewed text https://library.oum.edu.my/repository/1373/1/library-document-1373.pdf Mohd Rushidi bin Mohd Amin, and Shishi Kumar Piaralal, and Zahir Osman, and Abdul Rahim Mohamed Amin, (2018) Service Recovery Satisfaction in Open and Distance Learning (ODL) in Malaysia: Antecedents and Outcomes. ASEAN Journal of Open & Distance Learning (AJODL), 10 (1). pp. 11-28. ISSN 2232-0814 https://library.oum.edu.my/repository/1373/ |
| spellingShingle | LC5800 Distance education Mohd Rushidi bin Mohd Amin, Shishi Kumar Piaralal, Zahir Osman, Abdul Rahim Mohamed Amin, Service Recovery Satisfaction in Open and Distance Learning (ODL) in Malaysia: Antecedents and Outcomes |
| title | Service Recovery Satisfaction in Open and Distance Learning (ODL) in Malaysia: Antecedents and Outcomes |
| title_full | Service Recovery Satisfaction in Open and Distance Learning (ODL) in Malaysia: Antecedents and Outcomes |
| title_fullStr | Service Recovery Satisfaction in Open and Distance Learning (ODL) in Malaysia: Antecedents and Outcomes |
| title_full_unstemmed | Service Recovery Satisfaction in Open and Distance Learning (ODL) in Malaysia: Antecedents and Outcomes |
| title_short | Service Recovery Satisfaction in Open and Distance Learning (ODL) in Malaysia: Antecedents and Outcomes |
| title_sort | service recovery satisfaction in open and distance learning (odl) in malaysia: antecedents and outcomes |
| topic | LC5800 Distance education |
| url | https://library.oum.edu.my/repository/1373/1/library-document-1373.pdf https://library.oum.edu.my/repository/1373/ |
| url_provider | http://library.oum.edu.my/repository/ |