Cultural Differences in the Effect of an Explanation on Consumers' Perceived Justice and Post-Recovery Satisfaction / Boo Huey Chern and Ting Lee Hui
Service failure is an unavoidable reality faced by many service businesses today. A failure in service delivery leads to dissatisfied customer behaviors such as switching and spreading negative word-of mouth. Therefore, service providers need to be actively involved in returning customers' nega...
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Faculty of Hotel and Tourism Management, Universiti Teknologi MARA Selangor, Puncak Alam Campus,
2011-08.
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