The Effects of Perceived Service Recovery Justice on Customer Patronage and Word-of-Mouth Communication
| المصدر: | مجلة القادسية للعلوم الإدارية والاقتصادية |
|---|---|
| الناشر: | جامعة القادسية - كلية الادارة والاقتصاد |
| المؤلف الرئيسي: | Abdul-Rasool, Hussein Ali (Author) |
| مؤلفين آخرين: | Khadhim, Elham N. (Co-Author) |
| المجلد/العدد: | مج20, ع3 |
| محكمة: | نعم |
| الدولة: |
العراق |
| التاريخ الميلادي: |
2018
|
| الصفحات: | 13 - 22 |
| ISSN: |
1816-9171 |
| رقم MD: | 1234658 |
| نوع المحتوى: | بحوث ومقالات |
| اللغة: | الإنجليزية |
| قواعد المعلومات: | EcoLink |
| مواضيع: | |
| كلمات المؤلف المفتاحية: |
Systems Recovery | Customer Satisfaction | Customer Patronage | Word of Mouth
|
| رابط المحتوى: |
الناشر لهذه المادة لم يسمح بإتاحتها. |
| المستخلص: |
Our study aims to analysis the effect of system recovery on customer patronage and word- of -mouth communications. Data collected from 348 customers of tourism companies, and then it was using factor analysis. The empirical results demonstrated that customer who perceived justice of dealing with service failure may achieve post-recovery satisfaction, which may affect customers' attitude towards the company and increase the spread of word- of- mouth and patronage. In addition, patronage raises the company's customers to spread the word of mouth. |
|---|---|
| ISSN: |
1816-9171 |
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