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• W3189392382 abstract "Researchers and practitioners often pay less attention to service recoveryresearch compared to service quality or customer satisfaction, particularly inthe context of Open and Distance Learning. Moreover, the antecedents andoutcomes of service recovery satisfaction are frequently given less emphasisby Open and Distance Learning institutions in their efforts to gain advantagesin the current higher education business environment. Service organisationssuch as Open and Distance Learning institutions are often focused ondelivering services with the approach of getting it right the first time. Servicefailure is inevitable and when service delivery fails at some point, the wholeprocess will be disrupted and the students will be dissatisfied anddisappointed. This is where service recovery satisfaction through justicedimensions plays its role. This study explores the relationship between justicedimensions (Distributive, Procedural, Interpersonal and Informational Justice)and Service Recovery Satisfaction, in addition to examining the moderatingeffects of University Image. In order to regain lost customer support, serviceproviders must overcome the negative impact of poorly performed service.Previous studies have attempted to identify the impact of service recoverysatisfaction by analysing the variation in post-recovery customer outcomes.The present study explores four customer outcomes: Repurchase Intention,Word of Mouth, Trust and Loyalty within the Malaysian ODL context. (Abstract by authors)" @default.
• W3189392382 created "2021-08-16" @default.
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• W3189392382 date "2018-01-01" @default.
• W3189392382 modified "2023-09-23" @default.
• W3189392382 title "Service Recovery Satisfaction in Open and Distance Learning (ODL) in Malaysia: Antecedents and Outcomes" @default.
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• W3189392382 hasPublicationYear "2018" @default.
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