Service recovery strategy and customer satisfaction in higher education

This study reports customer recovery satisfaction in educational settings. Most of previous research has been conducted in banks, restaurants and hotels but none of those were from educational context. There has been keen interest in customer recovery satisfaction recently. During the service encoun...

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Bibliographic Details
Main Authors: Yeop Yunus, Nek Kamal, Hussin, Zolkafli, Yusoff, Rushami Zien
Format: Conference or Workshop Item
Language:English
Published: 2004
Subjects:
Online Access:http://repo.uum.edu.my/2831/1/paper14Nek.pdf
http://repo.uum.edu.my/2831/
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Institution: Universiti Utara Malaysia
Language: English