Retail travel agent Service recovery toward customer satisfaction / Nur Adlinna Mohamed , Nur Syafikah Wan Jusoh and Mazlina Mahdzar.

Retail travel agent Service recovery toward customer satisfaction / Nur Adlinna Mohamed , Nur Syafikah Wan Jusoh and Mazlina Mahdzar.

Retail travel agents have focused on providing high quality of service in ensuring they are not far behind in the competition against rival. However the low quality of services is the expected cause of travel agency service failure. Therefore, service recovery has become an important tool to acquire...

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Bibliographic Details
Main Authors: Mohamed, Nur Adlinna (Author), Wan Jusoh, Nur Syafikah (Author), Mahdzar, Mazlina (Author)
Format: Article
Language:English
Published: Universiti Teknologi MARA, Shah Alam: Malaysian Academy of SME and Entrepreneurship Development (MASMED), 2017.
Subjects:
Consumer satisfaction
Customer services. Customer relations
Article
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