Purpose–This paper aims to contribute to a growing body of service recovery knowledge by
examining the relationship between service recovery, consumer satisfaction and loyalty in a …

Purpose To address service failure issues, scholars have recognized several service
recovery (SR) mechanisms. However, there exist many barriers that retard an effective SR …

Purpose–The aim of this study is to propose a method for assessing the service recovery
performance of a manufacturing company with value‐added services. Service recovery …

Abstract Service quality is a global judgment or attitude relating to the superiority of the
service, whereas satisfaction is related to a specific transaction. Customer satisfaction has …

This study explores the relationship between service failure recovery and customer loyalty of
airline industry in Nigeria. A conceptual framework was developed to empirically prove the …

This study aims at measuring the level of municipal services quality and citizen's satisfaction
in Jenin Area. Obviously, the study problem shows that the citizens are not satisfied with the …

Abstract As the South African banking industry is becoming more competitive due to new
entrants and competitive offerings it is important to establish relationships with customers to …

This research aims to investigate customer satisfaction and loyalty at Industrial and
Commercial Bank of China Ltd.'s (ICBC's) Luliang Branch. The objectives are: 1) to …

Purpose–The aim of this study is to propose a method for assessing the service recovery
performance of a manufacturing company with value-added services. Service recovery …

O presente relatório foi realizado no âmbito de um estágio curricular numa empresa de
gestão de serviços administrativos e financeiros, com o objetivo de propor um plano de …