THE IMPACT OF SERVICE RECOVERY ON CUSTOMER LOYALTY
Abstract This study was on the impact of service recovery on customer loyalty. Three objectives were raised which included: To ascertain the impact of service recovery on customer satisfaction and to ascertain the impact of service recovery on customer loyalty. The study adopted a survey research design and conveniently enrolled 80 participants in the study. A total of 77 responses were received and validated from the enrolled participants where all respondents ...
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