The effect of perceived service recovery justice on customer loyalty: role of customer affection as moderator in Malaysian telecommunication industry / Siti Aisyah Yaakob …[et al.]
Customer loyalty has been the goal of service providers including telecommunication companies. They need to make sure that they can retain their customers as long as possible. Service recovery is one of the aspects that should be focused on as telecommunication services tend to receive a lot of comp...
| Main Authors: | , , , , |
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| Format: | Article |
| Language: | English |
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Faculty of Business and Management and UiTM Press Universiti Teknologi MARA, Malaysia.
2017
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| Subjects: | |
| Online Access: | https://ir.uitm.edu.my/id/eprint/29422/ |
| _version_ | 1848807228855812096 |
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| author | Yaakob, Siti Aisyah Mohamad, Nur Syaahidah Mohd Ghani, Nur Nashreena Aliya Abd Rahman, Nur Ain Othman, Abdul Kadir |
| author_facet | Yaakob, Siti Aisyah Mohamad, Nur Syaahidah Mohd Ghani, Nur Nashreena Aliya Abd Rahman, Nur Ain Othman, Abdul Kadir |
| author_sort | Yaakob, Siti Aisyah |
| building | UiTM Institutional Repository |
| collection | Online Access |
| description | Customer loyalty has been the goal of service providers including telecommunication companies. They need to make sure that they can retain their customers as long as possible. Service recovery is one of the aspects that should be focused on as telecommunication services tend to receive a lot of complaints from the users. The ability of service providers to handle and solve all the problems appropriately will provide justice to their customers. Previous studies found the link between customer affection and loyalty which indicates its importance to strengthen the emotional tie between customers and companies after service recovery. Therefore, this study is intended to examine the moderating effect of customer affection on the link between service justice and customer loyalty. An analysis of 100 data using multiple regression analysis revealed that procedural justice is significant to influence customer loyalty. This finding indicates that telecommunication companies should pay attention on procedural justice in performing their service recovery. The results also found that customer affection does not significantly moderate the relationship between service justice and customer loyalty. |
| first_indexed | 2025-11-14T22:39:30Z |
| format | Article |
| id | uitm-29422 |
| institution | Universiti Teknologi MARA |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T22:39:30Z |
| publishDate | 2017 |
| publisher | Faculty of Business and Management and UiTM Press Universiti Teknologi MARA, Malaysia. |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | uitm-294222022-07-04T05:49:58Z https://ir.uitm.edu.my/id/eprint/29422/ The effect of perceived service recovery justice on customer loyalty: role of customer affection as moderator in Malaysian telecommunication industry / Siti Aisyah Yaakob …[et al.] abrij Yaakob, Siti Aisyah Mohamad, Nur Syaahidah Mohd Ghani, Nur Nashreena Aliya Abd Rahman, Nur Ain Othman, Abdul Kadir Marketing Market surveys. Including brand choice. Brand loyalty Customer services. Customer relations Customer loyalty has been the goal of service providers including telecommunication companies. They need to make sure that they can retain their customers as long as possible. Service recovery is one of the aspects that should be focused on as telecommunication services tend to receive a lot of complaints from the users. The ability of service providers to handle and solve all the problems appropriately will provide justice to their customers. Previous studies found the link between customer affection and loyalty which indicates its importance to strengthen the emotional tie between customers and companies after service recovery. Therefore, this study is intended to examine the moderating effect of customer affection on the link between service justice and customer loyalty. An analysis of 100 data using multiple regression analysis revealed that procedural justice is significant to influence customer loyalty. This finding indicates that telecommunication companies should pay attention on procedural justice in performing their service recovery. The results also found that customer affection does not significantly moderate the relationship between service justice and customer loyalty. Faculty of Business and Management and UiTM Press Universiti Teknologi MARA, Malaysia. 2017-06 Article PeerReviewed text en https://ir.uitm.edu.my/id/eprint/29422/1/AJ_SITI%20AISYAH%20YAAKOB%20ABRIJ%20B%2017.pdf Yaakob, Siti Aisyah and Mohamad, Nur Syaahidah and Mohd Ghani, Nur Nashreena Aliya and Abd Rahman, Nur Ain and Othman, Abdul Kadir (2017) The effect of perceived service recovery justice on customer loyalty: role of customer affection as moderator in Malaysian telecommunication industry / Siti Aisyah Yaakob …[et al.]. (2017) Advances in Business Research International Journal <https://ir.uitm.edu.my/view/publication/Advances_in_Business_Research_International_Journal.html>, 3 (1). pp. 1-12. ISSN 2462-1838 https://myjms.mohe.gov.my/index.php/ABRIJ/ |
| spellingShingle | Marketing Market surveys. Including brand choice. Brand loyalty Customer services. Customer relations Yaakob, Siti Aisyah Mohamad, Nur Syaahidah Mohd Ghani, Nur Nashreena Aliya Abd Rahman, Nur Ain Othman, Abdul Kadir The effect of perceived service recovery justice on customer loyalty: role of customer affection as moderator in Malaysian telecommunication industry / Siti Aisyah Yaakob …[et al.] |
| title | The effect of perceived service recovery justice on customer loyalty: role of customer affection as moderator in Malaysian telecommunication industry / Siti Aisyah Yaakob …[et al.] |
| title_full | The effect of perceived service recovery justice on customer loyalty: role of customer affection as moderator in Malaysian telecommunication industry / Siti Aisyah Yaakob …[et al.] |
| title_fullStr | The effect of perceived service recovery justice on customer loyalty: role of customer affection as moderator in Malaysian telecommunication industry / Siti Aisyah Yaakob …[et al.] |
| title_full_unstemmed | The effect of perceived service recovery justice on customer loyalty: role of customer affection as moderator in Malaysian telecommunication industry / Siti Aisyah Yaakob …[et al.] |
| title_short | The effect of perceived service recovery justice on customer loyalty: role of customer affection as moderator in Malaysian telecommunication industry / Siti Aisyah Yaakob …[et al.] |
| title_sort | effect of perceived service recovery justice on customer loyalty: role of customer affection as moderator in malaysian telecommunication industry / siti aisyah yaakob …[et al.] |
| topic | Marketing Market surveys. Including brand choice. Brand loyalty Customer services. Customer relations |
| url | https://ir.uitm.edu.my/id/eprint/29422/ https://ir.uitm.edu.my/id/eprint/29422/ |