A Emprical Investigation on Service Failure and Recovery at Retailing Bank in Vietnam
To identify factors affecting satisfaction with service recovery of banking sector and overall satisfaction, together with the effect of customersatisfaction on repurchase intent and word-of-mouth intent in the banking in Vietnam, a survey is conducted on 215 customers.Those respondents, who are buy...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Universitas Indonesia
2013-06-01
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| Series: | Asean Marketing Journal |
| Subjects: | |
| Online Access: | http://journal.ui.ac.id/index.php/amj/article/view/2172 |