The role of recovery satisfaction on the relationship between service recovery and brand evangelism: a conceptual framework

The aim of every organization is to deliver the utmost service to the customers. However, in certain circumstances, it is impossible to provide service with zero defect. Even the best organizations in the word are unable to escape from service failure. In recent years, practitioners and researchers...

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Bibliographic Details
Main Authors: Abd. Rashid, Muhammad Hafiz, Sh. Ahmad, Fauziah
Format: Article
Published: International Journal of Innovation, Management and Technology 2014
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Online Access:http://eprints.utm.my/id/eprint/60011/
http://dx.doi.org/10.7763/IJIMT.2014.V5.548
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Institution: Universiti Teknologi Malaysia
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