Investigating the relationship among service quality, emotional satisfaction and favorable behavioral intentions in higher education service experience

Investigating the relationship among service quality, emotional satisfaction and favorable behavioral intentions in higher education service experience

Most previous research has examined the direct relationship between service quality (SQ) and favorable behavioral intentions (FBI), neglecting the important role of emotional satisfaction (E-SAC). E-SAC is viewed as a crucial indicator in enhancing the relationship between SQ and FBI. It also assist...

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Bibliographic Details
Main Authors: Wan Mustaffa, Wan Salmuni, Ali @ Hamid, Mass Hareeza, Khuan, Wai Bing, Abdul Rahman, Rafiduraida
Format: Conference or Workshop Item
Language:English
Published: 2016
Online Access:http://psasir.upm.edu.my/id/eprint/54611/1/Investigating%20the%20relationship%20among%20service%20quality.pdf
http://psasir.upm.edu.my/id/eprint/54611/
https://www.sciencedirect.com/science/article/pii/S1877042816305109
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Institution: Universiti Putra Malaysia
Language: English

Internet

http://psasir.upm.edu.my/id/eprint/54611/1/Investigating%20the%20relationship%20among%20service%20quality.pdf
http://psasir.upm.edu.my/id/eprint/54611/
https://www.sciencedirect.com/science/article/pii/S1877042816305109

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