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...
Saved in:
主要作者: | Sharif, Norizan |
---|---|
格式: | Thesis |
语言: | English |
出版: |
2010
|
主题: | |
在线阅读: | https://ir.uitm.edu.my/id/eprint/38630/1/38630.pdf |
标签: |
添加标签
没有标签, 成为第一个标记此记录!
|
相似书籍
-
Consumer complaining behavior : consumers' evaluations on service recovery strategies
由: Ahmad, Norzie Iriani
出版: (2001) -
Accountability and public trust in local government services /
由: Nor Zaini Haji Zainal Abidin
出版: (2018) -
Revenue and expenditure patterns of local authorities in Sarawak
由: Norhalimah, binti Hj. Mohamad Hamni
出版: (2002) -
Factors influencing service recovery in nursing services
由: Dayang Nor Sarina, Azzeni
出版: (2018) -
Psychosocial characteristics of consumer complaining behaviour towards public services in the Klang Valley /
由: Ruziati Mior Ahamad Ariffin
出版: (2010)