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Imperatives of service innovation and service quality for customer satisfaction: Perspective on higher education

✍ Scribed by Ibrahim Danjum; Amran Rasli

Book ID
113889742
Publisher
Elsevier
Year
2012
Tongue
English
Weight
110 KB
Volume
40
Category
Article
ISSN
1877-0428

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✍ Rodolfo VΓ‘zquez-Casielles; Leticia SuΓ‘rez Álvarez; Ana Maria DΓ­az MartΓ­n πŸ“‚ Article πŸ“… 2010 πŸ› John Wiley and Sons 🌐 English βš– 128 KB

## Abstract This article aims to build on previous research analyzing the effects of perceived justice on customers' satisfaction with service recovery and the attitudinal consequences of the recovery strategies firms adopt after service failures occur. The results obtained from a conceptual model