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

• Main Authors: Shanmugam, Jayaraj., Wong, Jolina Jo Yin.
• 其他作者: Marshall, Roger
• 格式: Theses and Dissertations
• 出版: 2008
• 主題: DRNTU::Business::Marketing::Customer services
• 在線閱讀: http://hdl.handle.net/10356/7371

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...