Operations process of e-service recovery attributes and their relationship with perceived justice

• Main Authors: Abu Bakar, Siti Zakiah, Mohamed Elias, Ezanee, Mahidin, Norlila
• Format: Article
• Language: English
• Published: Advance Scientific Research 2020
• Subjects: HD28 Management. Industrial Management
• Online Access: http://repo.uum.edu.my/27361/1/JCR%207%208%202020%201703%201707.pdf; http://repo.uum.edu.my/27361/; http://www.jcreview.com/index.php?mno=16514
• Institution: Universiti Utara Malaysia

An e-service recovery process is an important operational process. It is a second chance to retain loyal customers by rectifying e-service failures. This study investigates the relationships between e-service recovery processes attributes (compensation, respond speed, and apology) and perceived just...