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Article Published In Vol.5 (Nov-Dec-2017)

Satisfaction with Service Recovery-A Study of Educational Sector in Pakistan

Pages : 1401-1408

Author : Talat, Tahira Abid, Noor Naeem and Hafiz Muhammad Tahir

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The aim of the research is to study the effect of attribution, service recovery effort and justice on satisfaction with service recovery which shows toward positive or negative word of mouth under the moderating role of age and education. Convenience sampling technique was used to collect data. The proposed hypotheses are test by using AMOS. The findings reveal that attribution; inter justice, procedural justice, online word of mouth and convent word of mouth has significant relationship with satisfaction. However, the results of moderation of education and age are not proved in our study. Our paper will help managers to improve their service quality to eliminate any failure.

Keywords: Satisfaction, Causal Attribution and Justice



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