The mediating influence of rvice failure explanation on customer repurcha intention through customers satisfaction
上海英语培训班
期刊名称： International Journal of Quality & Service Sciences
pant作者： Arun Kumar Tarofder,Seyed Rajab Nikhashemi,S.M. Ferdous
Azam,Prashantini Selvantharan,Ahasanul Haque
作者机构： Faculty of Business Management Professionals,Department of
北京表演培训语文表达方式有哪些Marketing,Faculty of Business Management and Professional Studies,Graduate School of Management,Department of Business Administration
应付职工薪酬
年份： 2016年
alliance期号： 第4期
关键词： Repurcha intention; Apology; Service failure; Customers satisfaction;
Explanation; Internet rvice provider
词典查词摘要：Purpo The purpo of this paper is to examine the effect of explanation on customer satisfaction in the rvice failure stage. It eks to better understand the dynamics of consumer repurcha intention through a mediating effect of customer satisfaction. Design/methodology/approach A structured questionnaire was e-mailed to collect the primary data. With three reminders, this study managed to obtain 322 respons from customers who complained about their internet rvice in Malaysia. Structural equation modelling techniques were applied to examine both direct and mediating effects between variables. Findings Results reveal that all four dimensions of explanation have significant partial mediating effect on repurcha intention through customer satisfaction. Results also disclo that there is no significant relationship
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