%0 Thesis
%9 Other
%A Mohd Rushidi Mohd Amin, 
%A Open University Malaysia,
%B Centre for Graduate Studies
%D 2019
%F library_repository:1209
%I Open University Malaysia
%K Justice Dimensions, Service Recovery Satisfaction, University Image, DBA  Open and Distance Learning (ODL)
%T Antecedents and Outcomes of Service Recovery Satisfaction: a Study Among Open University Malaysia Students in Klang Valley, Malaysia
%U https://library.oum.edu.my/repository/1209/
%X Researchers and practitioners often pay less attention to service recovery research  compared to service quality or customer satisfaction particularly in the context of open  and distance learning (ODL) in Malaysia. More importantly, the antecedents and  outcomes of service recovery satisfaction are often given less emphasis by the ODL  institutions in their efforts to gain advantages in the current higher education  environment. Based on past literature, four dimensions of justice were used to develop  a theoretical understanding of the antecedents of service recovery satisfaction and its  outcomes. This study investigated the relationships between justice dimensions  (distributive, procedural, interpersonal, and informational), university image, service  recovery satisfaction, and customer future outcomes (trust, word of mouth, repurchase  intention and loyalty). Data were collected through a survey of 303 OUM students in  Klang Valley, Malaysia who experienced service failure and service recovery. This  study proposed and tested a framework via Partial Least Square Structural Equation  Modeling (PLS-SEM). The results reveal a significant relationship between justice  dimensions and service recovery satisfaction in terms of procedural and interpersonal  justice. Service recovery satisfaction had a significant effect on all customer outcomes  understudy. The inclusion of the university image as moderators were found out does  not moderate the relationship between justice dimensions and service recovery  satisfaction, implying that the university image does not have a significant interaction  effect on this relationship. Therefore, the result of the study will help the managers and  professionals to better understand how the antecedents and outcomes of service  recovery satisfaction are important for the organisation, and how to deal with the  customers in service failure situations to maximise the organisation profit. These results  have important implications for marketing theory and business practicality. (Abstract by Author)
%Z A dissertation submitted in partial fulfilment of the requirements for the degree of Doctor of Business Administration.