Mohd-Any, Amrul Asraf; Mutum, Dilip S.; Ghazali, Ezlika M. - In: Journal of Service Theory and Practice 29 (2019) 5/6, pp. 661-690
Purpose: The purpose of this paper is to investigate the importance of successful service recovery in the airline sector by examining the interrelationship between perceived justice, recovery satisfaction and overall satisfaction, customer trust and customer loyalty. Furthermore, the research...