The effects of Justice Oriented Service Recovery on Customer Satisfaction and Loyalty in Retail Banks in Ethiopia

<p>The principal objective of this study is to investigate the effects of justice oriented service recovery on customer satisfaction in retail banks in Ethiopia. It also attempts to assess how recovery satisfaction in turn affects customer loyalty.  In order to realize the research objectives,...

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Bibliographic Details
Published in:Emerging Markets Journal
Main Author: Efrem Sisay Assefa
Format: Article
Language:English
Published: University Library System, University of Pittsburgh 2014-08-01
Subjects:
Perceived Justice
Service Recovery
Recovery Satisfaction
Customer Loyalty
Retail Banks
Online Access:http://emaj.pitt.edu/ojs/index.php/emaj/article/view/45

Internet

http://emaj.pitt.edu/ojs/index.php/emaj/article/view/45

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