Singapore Airlines : service recovery and customer repurchase decisions (a case study).

• المؤلفون الرئيسيون: Shanmugam, Jayaraj., Wong, Jolina Jo Yin.
• مؤلفون آخرون: Marshall, Roger
• التنسيق: Theses and Dissertations
• منشور في: 2008
• الموضوعات: DRNTU::Business::Marketing::Customer services
• الوصول للمادة أونلاين: http://hdl.handle.net/10356/7371
• المؤسسة: Nanyang Technological University

This is a study of the correlation between service recovery and customer repurchase decisions. Customers who experienced service failures and who experienced service recovery are more positive about the firm than those who do not. Such customers will continue to repurchase as long as they feel that...