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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| Main Authors: | , , , |
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| Format: | Article |
| Language: | English |
| Published: |
Emerald
2019
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| Subjects: | |
| Online Access: | http://eprints.sunway.edu.my/1815/1/Cheng%20Boon%20Liat%202018%20Service%20recovery%2C%20customer%20satisfaction%20and%20customer%20loyalty.pdf http://eprints.sunway.edu.my/1815/ https://doi.org/10.1108/IJQSS-09-2017-0081 |
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| Institution: | Sunway University |
| Language: | English |