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...

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Main Authors: Tu Van Binh, Nguyen Tran Phuong Vi
Format: Artigo
Jezik:Inglês
Izdano: Universitas Indonesia 2013-06-01
Serija:Asean Marketing Journal
Teme:
Service recovery
satisfaction
distributive justice
Online dostop:http://journal.ui.ac.id/index.php/amj/article/view/2172
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