Service recovery
This topic currently groups 2 published articles across 2 issues.
Promoting responsible service policy: The impact of complaint invitation on perceived service recovery performance
Phimai Nuansi • Piya Ngamcharoenmongkol
Volume 13 Special Edition · 27 May 2019
Given that developing effective, accountable and transparent institutions are the targets of sustainable development goals (SDGs), a shift toward more responsible actions are required for service providers. The present…
Effect of perceived safety, procedural justice on domestic airline passengers of Nigeria
Muhammad Haliru • Sany Sanuri Mohd Mokhtar
Volume 12 Issue 1 · 05 Oct 2017
The aim of the paper is to empirically examine how perceived safety and procedural justice effect satisfaction service recovery of domestic airline passengers in Nigeria. The study uses surve…