Thank Heavens for Complainers: Impact of Effective Service Recovery on Customer Satisfaction and Post behavioral Intention in Malaysian Banking Industry

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Thank Heavens for Complainers: Impact of Effective Service Recovery on Customer Satisfaction and Post behavioral Intention in Malaysian Banking Industry

The commercial banks are among the service organizations that face intense competition all over the world. The competition has permitted customers to behave in a more demanding manner in their dealings with service providers since there are plenty of choices available in the market. In response, ban...

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Bibliographic Details
Main Author:	Goh, Guann Tyng
Format:	Thesis
Language:	English
Published:	2012
Subjects:	HD28 Management. Industrial Management
Online Access:	http://eprints.intimal.edu.my/690/ http://eprints.intimal.edu.my/690/1/MBA%2085.pdf

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