Service recovery, customer satisfaction and customer loyalty: Evidence from Malaysia’s hotel industry

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Service recovery, customer satisfaction and customer loyalty: Evidence from Malaysia’s hotel industry

Purpose – The purpose of this study is to investigate the impact of service recovery dimensions on customer satisfaction and, subsequently, on customer loyalty in the context of the hotel industry. Design/methodology/approach – A self-administered questionnaire was distributed to 500 respondents w...

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Bibliographic Details
Main Authors:	Cheng, Boon Liat , Gan, Chin Chuan , Imrie, Brian C., Shaheen, M.
Format:	Article
Language:	English
Published:	Emerald 2019
Subjects:	G 154.9 Tourism
Online Access:	http://eprints.sunway.edu.my/1815/ http://eprints.sunway.edu.my/1815/1/Cheng%20Boon%20Liat%202018%20Service%20recovery%2C%20customer%20satisfaction%20and%20customer%20loyalty.pdf

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