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Petrcaived justice in service recovery and recovery satisfiction and customer loyalty a studyof education service in viet nam luận văn thạc sĩ

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Nội dung chi tiết: Petrcaived justice in service recovery and recovery satisfiction and customer loyalty a studyof education service in viet nam luận văn thạc sĩ

Petrcaived justice in service recovery and recovery satisfiction and customer loyalty a studyof education service in viet nam luận văn thạc sĩ

UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of Business*************PHAM THT MAI PHUONGPERCEIVED JUSTICE TN SERVICE RECOVERY ANDRECOV

Petrcaived justice in service recovery and recovery satisfiction and customer loyalty a studyof education service in viet nam luận văn thạc sĩVERY SATISFACTION AND CUSTOMER LOYALTY:A STUDY OF EDUCATION SERVICES TN MET NAMMASTER OF BUSINESS (by Honour)Ho Chi Minh City-Year 2013UNIVERSITY OF E

CONOMICS HO CHI MINH CITY’International School of Business*************PHAM TH! MAI PHI ONGPERCEIVED JUSTICE IN SERVICE RECOVERY ANDRECOVERY SATISFACT Petrcaived justice in service recovery and recovery satisfiction and customer loyalty a studyof education service in viet nam luận văn thạc sĩ

ION AND CUSTOMER LOYALTY:A STUDY OF EDUCATION SERVICES IN VIET NAMID:22110047MASTER OF BUSINESS (by Honour)SUPERVISORDr. NGl YEN DONG PHONGHo Chi Minh

Petrcaived justice in service recovery and recovery satisfiction and customer loyalty a studyof education service in viet nam luận văn thạc sĩ

City-Year 2013ACKNOWLEDGEMENTSI would like to express my deeply sincere gratitude to my Supervisor. Dr.Nguyen Dong Phong, for his valuable, enthusias

UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of Business*************PHAM THT MAI PHUONGPERCEIVED JUSTICE TN SERVICE RECOVERY ANDRECOV

Petrcaived justice in service recovery and recovery satisfiction and customer loyalty a studyof education service in viet nam luận văn thạc sĩ give me opportunities to recognize issues deeply. His inspiration to me played an important role in finishing my research. Furthermore. I would like

to express my gratitude to Dr. Nguyen Thai Hoang; his excited lectures encouraged me to explore more how to apply research method to a research.Beside Petrcaived justice in service recovery and recovery satisfiction and customer loyalty a studyof education service in viet nam luận văn thạc sĩ

s. I would like to thanks to respondents who have supported me a lot in answering questionnaire and interview, which really help me to complement my r

Petrcaived justice in service recovery and recovery satisfiction and customer loyalty a studyof education service in viet nam luận văn thạc sĩ

esearch. Another source of motivation I would like to thank is my classmates ISB Mbus 2011 for a mutual support by sharing, discussing ideas, knowledg

UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of Business*************PHAM THT MAI PHUONGPERCEIVED JUSTICE TN SERVICE RECOVERY ANDRECOV

Petrcaived justice in service recovery and recovery satisfiction and customer loyalty a studyof education service in viet nam luận văn thạc sĩng to collect data for completing my thesis.Ho Chi Minh City, Viet NamO5'hJan. 2014Pham Thi Mai PhuongABSTRACTThe purpose of this research is to empir

ically investigate the relationships of Service Recovery (Interactional Justice. Procedure Justice, and Distributive Justice) and Customer Satisfactio Petrcaived justice in service recovery and recovery satisfiction and customer loyalty a studyof education service in viet nam luận văn thạc sĩ

n, between Customer Satisfaction and customer Loyalty. The empirical setting is implemented in the English teaching Service in a developing economy of

Petrcaived justice in service recovery and recovery satisfiction and customer loyalty a studyof education service in viet nam luận văn thạc sĩ

Viet Nam. particularly in Ho Chi Minh City.The findings of this study reveal that Vietnamese Customers who perceive Interactional Justice. Procedure

UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of Business*************PHAM THT MAI PHUONGPERCEIVED JUSTICE TN SERVICE RECOVERY ANDRECOV

Petrcaived justice in service recovery and recovery satisfiction and customer loyalty a studyof education service in viet nam luận văn thạc sĩeir behavior and attitude towards English teaching sen ice after encountering a sen ice failure.They appreciate resolving of complaints by outcomes wh

ich they received compared to what they required. Besides. Consumers also observe treatment and response of employees when they complaint to Centers. Petrcaived justice in service recovery and recovery satisfiction and customer loyalty a studyof education service in viet nam luận văn thạc sĩ

Customers expect courteous and respectful communication from employees when they response with customer’s problem A good attitude with caring and conc

Petrcaived justice in service recovery and recovery satisfiction and customer loyalty a studyof education service in viet nam luận văn thạc sĩ

erning about what customers experienced and uncomfortable is good criteria for customers to evaluate Sen ice Recovery' of Center. Study also found tha

UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of Business*************PHAM THT MAI PHUONGPERCEIVED JUSTICE TN SERVICE RECOVERY ANDRECOV

Petrcaived justice in service recovery and recovery satisfiction and customer loyalty a studyof education service in viet nam luận văn thạc sĩuse, it is very difficult to know how customers value sen ice if they do not discuss anything about this.The research affirm that Satisfaction of Cust

omer after handling complaints impacting on customer Loyalty significantly. Thus, this result contributes to the literature review of studies in Engli Petrcaived justice in service recovery and recovery satisfiction and customer loyalty a studyof education service in viet nam luận văn thạc sĩ

sh teaching Sen ice that Sen ice Recovery is always an important factor to improve the customer satisfaction and customer Loyalty.Key words: service r

Petrcaived justice in service recovery and recovery satisfiction and customer loyalty a studyof education service in viet nam luận văn thạc sĩ

ecovery, perceived justice, recovery satisfaction, customer loyalty’.ii

UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of Business*************PHAM THT MAI PHUONGPERCEIVED JUSTICE TN SERVICE RECOVERY ANDRECOV

UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of Business*************PHAM THT MAI PHUONGPERCEIVED JUSTICE TN SERVICE RECOVERY ANDRECOV

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