An empirical study on service recovery satisfaction in an open and distance learning higher education institution in Malaysia
This study investigated the relationships among justice dimensions (distributive, procedural, interpersonal, and informational), university image, service recovery satisfaction, and customer behavioural outcomes (trust, word of mouth, repurchase intention, and loyalty). This study adopted a cross-se...
| Published in: | International Review of Research in Open and Distributed Learning |
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| Main Author: | |
| Format: | Article |
| Language: | English |
| Published: |
2020
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| Online Access: | https://www.scopus.com/inward/record.uri?eid=2-s2.0-85083515585&doi=10.19173%2firrodl.v21i2.4578&partnerID=40&md5=41200f49058f56689c741ccf8d8a2d40 |