The effect of service failure on customer loyalty through customer forgiveness and service recovery as mediation variables:A study on go-car in Surabaya
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DOI: 10.20525/ijrbs.v11i4.1792
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References listed on IDEAS
- Arirat Chueabunkoet Noth & Pensri Jaroenwanit & Rudolph Henry Brown, 2015. "The Roles of Forgiveness towards Repurchase Intentions from a Cross Cultural Perspective," Athens Journal of Business & Economics, Athens Institute for Education and Research (ATINER), vol. 1(3), pages 221-234, July.
- Chou, Pin-Fenn, 2015. "An analysis of the relationship between service failure, service recovery and loyalty for Low Cost Carrier travelers," Journal of Air Transport Management, Elsevier, vol. 47(C), pages 119-125.
- Aakash Ashok Kamble & Shubhangi Walvekar, 2019. "Relationship between customer loyalty and service failure, service recovery and switching costs in online retailing," International Journal of Business Information Systems, Inderscience Enterprises Ltd, vol. 32(1), pages 56-72.
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Keywords
customer loyalty; service failure; customer forgiveness; service recovery;All these keywords.
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