Effects of perceived service recovery justice on customer affective commitment, loyalty and word-of-mouth : the case of restaurants

Also available in printed version

Bibliographic Details
Main Author:	Chee, Wei Ting
Other Authors:	Thoo, Ai Chin, supervisor
Format:	Bachelor thesis
Language:	English
Published:	Universiti Teknologi Malaysia 2025
Subjects:	Management
Online Access:	https://utmik.utm.my/handle/123456789/50852
Abstract	Abstract here

Similar Items

Perceived Justice With Service Recovery, Recovery Satisfaction And Loyalty In An Airline Company: The Moderating Role Of Failure Attributions
by: Davoud, Nikbin
Published: (2013)

The relationship of trust and security in developing customer word-of-mouth and loyalty in mobile banking
by: Tahmineh Javabdeh
Published: (2025)

Electronic word of mouth, perceived diagnosticity and casual dining restaurant selection intention among generation Y
by: Salmalina Salleh
Published: (2025)

Factors affecting Electronic Word-Of-Mouth (EWOM) adoption of restaurant reviews in Facebook / Zubaidah Mohd Ali Tan
by: Mohd Ali Tan, Zubaidah
Published: (2013)

The influence of service delivery failures, service recovery and perceived values on customer behavioural intentions in Malay restaurants / Zulhan Othman
by: Othman, Zulhan
Published: (2015)

The influence of customer perceived value and perceived service performance on customer satisfaction to malay upscale restaurants in Kuala Lumpur
by: Mohd Nazri Abdul Raji
Published: (2013)

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
by: Sharif, Norizan
Published: (2010)

Guests’ perceived value, satisfaction and word of mouth in syariah compliant hotel / Azmira Zulkharnain
by: Zulkharnain, Azmira
Published: (2013)

The effects of perceived risks, reputation and electronic word-of-mouth (E-WOM) on Malaysians' collaborative consumption of uber car sharing service
by: Mega Wati Hawapi
Published: (2025)

Service quality, customer satisfaction and customer loyalty in chain restaurant industry: a case study on Starbuck Coffee Johor Bahru
by: Low, Yam Nee
Published: (2025)

The influence of customer perceived value and perceived service performance on customer satisfaction to Malay upscale restaurants in Kuala Lumpur / Mohd Nazri Abdul Raji
by: Abdul Raji, Mohd Nazri
Published: (2013)

The effect of perceived value dimensions on customer loyalty with the mediation of customer loyalty with the mediation of customer satisfaction attributes
by: Wu, Fan
Published: (2024)

Employee Perception Of The Performance Appraisal Justice And Its Relationship With Employee Engagement And Affective Commitment
by: Abdul Hamid, Hazlan
Published: (2017)

The effect of affective commitment and ethical leadership on the relationship between organizational justice and turnover intention
by: Nasir Mehmood
Published: (2025)

Consumer adoption of electronic word of mouth in social commerce websites
by: Muhammad Anas Gulumbe
Published: (2025)

Customer Loyalty And Cineplex Patronage: The Influence Of Corporate Image, Perceived Quality, Perceived Value And Customer Satisfaction
by: Nordin, Norlisham
Published: (2008)

Examining the antecedents of rapport for determining customer retention and word-of-mouth in Malaysia private institutions of higher education / Nawawi Ibrahim
by: Ibrahim, Nawawi
Published: (2021)

The relationship of service quality, customer satisfaction and loyalty in Celcom Malaysia
by: Voon Sze Chee
Published: (2025)

The moderating and mediating effects of religiosity and recovery satisfaction on the relationship between justice based service recovery and brand evangelism
by: Muhammad Hafiz Abd. Rashid @ Abd. Aziz International Business School
Published: (2025)

Effects of organizational commitment, organizational justice, organizational citizenship behaviors, and perceived organizational support on turnover intention
by: Noraini Rusbadrol
Published: (2025)

Service blueprint-based servqual and customer loyalty in banking service
by: Oh, Jia De
Published: (2025)

Affect, Organizational Justice and Innovative Performance
by: Koon, Saw Wan
Published: (2005)

The role of brand equity and culture in the relationship of electronic word-of-mouth and purchase intention
by: Yousef Sharipour
Published: (2025)

Service Quality And Its Relationship With Customer Satisfaction Towards Customer Loyalty
by: MOHD ISA, SALMI
Published: (2005)

The role of website quality and perceived value on Iranian internet banking customers’ loyalty
by: Masoomeh Jafarpoor
Published: (2025)

The mediating role of commitment, trust and satisfaction in the relationship of business to business customer satisfaction and loyalty
by: Azam Haghkhah
Published: (2025)

The Effectiveness Of Electronic Word-Of-Mouth In Attracting International Students To Enrol Into Private Universities In Malaysia
by: Arumugam, Vijayesvaran
Published: (2018)

The Role Of Word-Of-Mouth As A Moderator In Influencing The Adoption Of Online Pharmacy In Saudi Arabia
by: Abdullah Ali A, Alsadoun
Published: (2022)

Factors Affect The Customer Loyalty Towards Business Event: Book Fair Industry
by: Loo , Chun Hou
Published: (2015)

Determinants of service quality and perceived value and its impact on customer satisfaction and customer loyalty: an empirical perspective on public transportation sector / Che Anizaliana Che Pei
by: Che Pei, Che Anizaliana
Published: (2011)

The Impact Of Antecedents And Outcome Of Electronic Word-Of-Mouth On Online Airline Tickets Purchase Intention By Malaysian
by: Lunyai, Janifer
Published: (2020)

The influence of electronic words of mouth (eWOM) on the Malay film industry / Abdul Aziz Azizam
by: Azizam, Abdul Aziz
Published: (2014)

The youth tourist satisfaction of domestic tourism product and electronic word-of-mouth promotion / Samsiariah Aliyas
by: Aliyas, Samsiariah
Published: (2013)

Motivational factors of electronic-word-of-mouth for selected Malaysian universities through online social networks
by: Ehsan Parsamehr
Published: (2025)

Elements Of Justice And Organizational Commitment: The Impact Of Leader-Member Exchange
by: Farouk, Adam Malik
Published: (2002)

Organizational justice perception as predictor of job satisfaction and organization commitment
by: Zuryatie Samidi
Published: (2025)

Turnover intentions of hotel managers: investigating the influence of organizational justice, psychological contract violation, and affective commitment / Siti Zuraini Ramley Alan
by: Ramley Alan, Siti Zuraini
Published: (2008)

Factors affecting customer’s loyalty: from the perspective of online customer in Jemari Seni Sdn Bhd. / Fatin Farhanah Tengah
by: Tengah, Fatin Farhanah
Published: (2019)

The Effects Of Customer Experience And Customer Equity Dimensions In Building Service Loyalty In Private Hospitals Of Bangladesh
by: Nadia Farhana, Nadia Farhana
Published: (2017)

The role of customer-linking, brand position and new service development on customer loyalty in internet banking
by: Mojgan Bahrami Samani
Published: (2025)