The mediating influence of service failure explanation on customer repurchase intention through customers satisfaction
Purpose – The purpose of this paper is to examine the effect of explanation on customer satisfaction in the service failure stage. It seeks to better understand the dynamics of consumer repurchase intention through a mediating effect of customer satisfaction. Design/methodology/approach – A struc...
| Main Authors: | , , , , |
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| Format: | Article |
| Language: | English English |
| Published: |
Emerald Publishing
2016
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| Subjects: | |
| Online Access: | http://irep.iium.edu.my/55136/ http://irep.iium.edu.my/55136/ http://irep.iium.edu.my/55136/ http://irep.iium.edu.my/55136/1/IJQSS-%28The%20mediating%20influence%20of%20service%20failure%20explanation%29.pdf http://irep.iium.edu.my/55136/7/55136-The%20mediating%20influence%20of%20service%20failure%20explanation%20on%20customer%20repurchase%20intention%20through%20customers%20satisfaction_SCOPUS.pdf |