An Empirical Study on Service Recovery Satisfaction in an Open and Distance Learning Higher Education Institution in Malaysia

• Main Authors: Mohd Rushidi Mohd Amin, Shishi Kumar Piaralal, Yon Rosli, Baderisang
• Format: Article
• Published: Athabasca University Press 2020
• Subjects: LC5201 Education extension. Adult education. Continuing education; LC5800 Distance education; LG Individual institutions (Asia. Africa)
• Online Access: http://library.oum.edu.my/repository/1195/1/4578; http://www.irrodl.org/index.php/irrodl; http://library.oum.edu.my/repository/1195/
• Institution: Open University Malaysia

This study investigated the relationships among justice dimensions (distributive, procedural, interpersonal, and informational), university image, service recovery satisfaction, and customer behavioural outcomes (trust, word of mouth, repurchase intention, and loyalty). This study adopted a cross-se...