Singapore Airlines : service recovery and customer repurchase decisions (a case study).

• Main Authors: Shanmugam, Jayaraj., Wong, Jolina Jo Yin.
• Other Authors: Marshall, Roger
• Format: Theses and Dissertations
• Published: 2008
• Subjects: DRNTU::Business::Marketing::Customer services
• Online Access: http://hdl.handle.net/10356/7371
• Institution: Nanyang Technological University

This is a study of the correlation between service recovery and customer repurchase decisions. Customers who experienced service failures and who experienced service recovery are more positive about the firm than those who do not. Such customers will continue to repurchase as long as they feel that...