Public perception of service recovery and its effect on service recovery satisfaction, trust and word of mouth: the case of complainants from the local authorities in Selangor / Norizan Sharif

Citizen dissatisfaction with public services erodes trust in government and generates negative word of mouth behaviour (WOM) publicity. Public organizations must proactively seek, not only to design and operate better service delivery systems to reduce failures, but it must also establish systems to...

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Bibliographic Details
Main Author: Sharif, Norizan
Format: Thesis
Published: 2010
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