Customer loyalty has gained foremost attention among the practitioners and the academic
researchers because of its proximity to organizational growth, profit and survival. Based on …

Past research aimed at service recovery has focused on actions that are taken to retain
customers, and the possibility of overcoming the mistakes of service delivery, though the …

Purpose The aim of this study is to explore and establish the relationships between justice
dimensions, expectation-confirmation model (ECM) and continuance intention and also to …

This study examined airline service recovery strategies and passengers' satisfaction in
Nigeria. Its aim was to determine the effects of compensation, communication, feedback …

Differentiating organization through service quality and engaging customer for long-term
profit motive is a strategic adaptation for the complex competitive retail platform in India …

Researchers and practitioners in higher education often pay less attention to service
recovery compared to service quality or customer satisfaction particularly in the context of …

The higher education sector has evolved over the past decade due to the ever-changing
needs of students who are its primary customers. As a result, most students have to deal with …

The purpose of this study was to identify the informational determinants of persuasive
managerial responses to negative e-WOM, when recipients accept managerial response …

This Companies in the freight forwarding sector are able to retain client loyalty because of
the fierce rivalry. PT. Rhenus Logistics Indonesia Semarang branch, a freight forwarding …

In providing a better service in higher education institutions, the aim of implementing online
services is to manage customers more efficiently. Higher education institutions often focus …