(LUẬN văn THẠC sĩ) the effects of perceived justice with service recovery on customer satisfaction, loyalty and word of mouth in restaurant services in ho chi minh city

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(LUẬN văn THẠC sĩ) the effects of perceived justice with service recovery on customer satisfaction, loyalty and word of mouth in restaurant services in ho chi minh city

UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessTruong Ngoe Quang DuyTHE EFFECTS OF PERCEIVED JUSTICE WITH SERVICE RECOVERY ON

(LUẬN văn THẠC sĩ) the effects of perceived justice with service recovery on customer satisfaction, loyalty and word of mouth in restaurant services in ho chi minh city N CUSTOMER SATISFACTION, LOYALTY AND WORD OF MOUTH IN RESTAURANT SERVICES IN HOCHIMINH CITYMASTER OF BUSINESS (Honours)Hochiminh City- 2015https: //k

hot h u vien .comUNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessTruong Ngoe Quang DuyTHE EFFECTS OF PERCEIVED JUSTICE WITH SE (LUẬN văn THẠC sĩ) the effects of perceived justice with service recovery on customer satisfaction, loyalty and word of mouth in restaurant services in ho chi minh city

RVICE RECOVERY ON CUSTOMER SATISFACTION, LOYALTY AND WORD OF MOUTH IN RESTAURANT SERVICES INHOCHIMINH CITYID: 22130014MASTER OF BUSINESS (Honours)SUPE

(LUẬN văn THẠC sĩ) the effects of perceived justice with service recovery on customer satisfaction, loyalty and word of mouth in restaurant services in ho chi minh city

RVISOR: Dr. PHAM NGOC THUYHocliiininh City - 2015ACKNOWLEDGEMENTfirstly. I would like to express my deep gratitude to my supervisor. Dr. Pham Ngoc Thu

UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessTruong Ngoe Quang DuyTHE EFFECTS OF PERCEIVED JUSTICE WITH SERVICE RECOVERY ON

(LUẬN văn THẠC sĩ) the effects of perceived justice with service recovery on customer satisfaction, loyalty and word of mouth in restaurant services in ho chi minh city send deeply thanks to all members of ISB’s C ommittee for their valuable advices and constructive comments, which helped me in correcting this researc

h.Finally, I’m so grateful my family, my close friends, and my colleagues for encouraging and supporting me for all the time.STATEMENT OF DECLARATIONI (LUẬN văn THẠC sĩ) the effects of perceived justice with service recovery on customer satisfaction, loyalty and word of mouth in restaurant services in ho chi minh city

hereby certify that this thesis and its contents are my own work and effort, as part of my Master of Business studies. All the sources of information

(LUẬN văn THẠC sĩ) the effects of perceived justice with service recovery on customer satisfaction, loyalty and word of mouth in restaurant services in ho chi minh city

and materials used in this study have been fully acknowledged.Signature:.....................Date:..........................LIST OF CONTENTSACKNOWLED

UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessTruong Ngoe Quang DuyTHE EFFECTS OF PERCEIVED JUSTICE WITH SERVICE RECOVERY ON

(LUẬN văn THẠC sĩ) the effects of perceived justice with service recovery on customer satisfaction, loyalty and word of mouth in restaurant services in ho chi minh city .........................................ivLIST OF TABLES...................................................viLIST OF FIGURES.........................

.........................viiABSTRACT.........................................................viiiCHAPTER 1: INTRODUCTION.............................. (LUẬN văn THẠC sĩ) the effects of perceived justice with service recovery on customer satisfaction, loyalty and word of mouth in restaurant services in ho chi minh city

............11.1Research background.........................................11.2Statement of problem........................................21.3Resear

(LUẬN văn THẠC sĩ) the effects of perceived justice with service recovery on customer satisfaction, loyalty and word of mouth in restaurant services in ho chi minh city

ch objectives.........................................3

UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessTruong Ngoe Quang DuyTHE EFFECTS OF PERCEIVED JUSTICE WITH SERVICE RECOVERY ON