Key antecedents influencing customer satisfaction with service recovery: a case of airlines in Malaysia

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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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Bibliographic Details
Main Author:	Abas, Nurliyana
Format:	Conference or Workshop Item
Language:	English
Published:	2014
Online Access:	http://psasir.upm.edu.my/id/eprint/67081/ http://psasir.upm.edu.my/id/eprint/67081/1/TeSSHI_2014-2.pdf

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