<> "The repository administrator has not yet configured an RDF license."^^ . <> . . . "Antecedents and Outcomes of Service Recovery Satisfaction: a Study Among Open University Malaysia Students in Klang Valley, Malaysia"^^ . "Researchers and practitioners often pay less attention to service recovery research\r\ncompared to service quality or customer satisfaction particularly in the context of open\r\nand distance learning (ODL) in Malaysia. More importantly, the antecedents and\r\noutcomes of service recovery satisfaction are often given less emphasis by the ODL\r\ninstitutions in their efforts to gain advantages in the current higher education\r\nenvironment. Based on past literature, four dimensions of justice were used to develop\r\na theoretical understanding of the antecedents of service recovery satisfaction and its\r\noutcomes. This study investigated the relationships between justice dimensions\r\n(distributive, procedural, interpersonal, and informational), university image, service\r\nrecovery satisfaction, and customer future outcomes (trust, word of mouth, repurchase\r\nintention and loyalty). Data were collected through a survey of 303 OUM students in\r\nKlang Valley, Malaysia who experienced service failure and service recovery. This\r\nstudy proposed and tested a framework via Partial Least Square Structural Equation\r\nModeling (PLS-SEM). The results reveal a significant relationship between justice\r\ndimensions and service recovery satisfaction in terms of procedural and interpersonal\r\njustice. Service recovery satisfaction had a significant effect on all customer outcomes\r\nunderstudy. The inclusion of the university image as moderators were found out does\r\nnot moderate the relationship between justice dimensions and service recovery\r\nsatisfaction, implying that the university image does not have a significant interaction\r\neffect on this relationship. Therefore, the result of the study will help the managers and\r\nprofessionals to better understand how the antecedents and outcomes of service\r\nrecovery satisfaction are important for the organisation, and how to deal with the\r\ncustomers in service failure situations to maximise the organisation profit. These results\r\nhave important implications for marketing theory and business practicality. (Abstract by Author)"^^ . "2019" . . . . "Open University Malaysia"^^ . . . "Centre for Graduate Studies, Open University Malaysia"^^ . . . . . . . . ""^^ . "Mohd Rushidi Mohd Amin"^^ . " Mohd Rushidi Mohd Amin"^^ . . "Open University Malaysia"^^ . . . . . . . "Antecedents and Outcomes of Service Recovery Satisfaction: a Study Among Open University Malaysia Students in Klang Valley, Malaysia (Text)"^^ . . . . . "library-document-1209.pdf"^^ . . . "Antecedents and Outcomes of Service Recovery Satisfaction: a Study Among Open University Malaysia Students in Klang Valley, Malaysia (Text)"^^ . . . . . "Antecedents and Outcomes of Service Recovery Satisfaction: a Study Among Open University Malaysia Students in Klang Valley, Malaysia (Other)"^^ . . . . . . "indexcodes.txt"^^ . . . "Antecedents and Outcomes of Service Recovery Satisfaction: a Study Among Open University Malaysia Students in Klang Valley, Malaysia (Other)"^^ . . . . . . "Antecedents and Outcomes of Service Recovery Satisfaction: a Study Among Open University Malaysia Students in Klang Valley, Malaysia (Other)"^^ . . . . . . "lightbox.jpg"^^ . . . "Antecedents and Outcomes of Service Recovery Satisfaction: a Study Among Open University Malaysia Students in Klang Valley, Malaysia (Other)"^^ . . . . . . "preview.jpg"^^ . . . "Antecedents and Outcomes of Service Recovery Satisfaction: a Study Among Open University Malaysia Students in Klang Valley, Malaysia (Other)"^^ . . . . . . "medium.jpg"^^ . . . "Antecedents and Outcomes of Service Recovery Satisfaction: a Study Among Open University Malaysia Students in Klang Valley, Malaysia (Other)"^^ . . . . . . "small.jpg"^^ . . . "Antecedents and Outcomes of Service Recovery Satisfaction: a Study Among Open University Malaysia Students in Klang Valley, Malaysia (Other)"^^ . . . . . . "Antecedents and Outcomes of Service Recovery Satisfaction: a Study Among Open University Malaysia Students in Klang Valley, Malaysia (Other)"^^ . . . . . . "Antecedents and Outcomes of Service Recovery Satisfaction: a Study Among Open University Malaysia Students in Klang Valley, Malaysia (Other)"^^ . . . . . . "Antecedents and Outcomes of Service Recovery Satisfaction: a Study Among Open University Malaysia Students in Klang Valley, Malaysia (Other)"^^ . . . . . "HTML Summary of #1209 \n\nAntecedents and Outcomes of Service Recovery Satisfaction: a Study Among Open University Malaysia Students in Klang Valley, Malaysia\n\n" . "text/html" . . . "L Education (General)"@en . . . "LB Theory and practice of education"@en . ""@en . . . "LC Special aspects of education"@en . .