Type of Proposal

Paper

Abstract

This study investigated the relationships between perceived justice with justice dimensions (distributive, procedural, interpersonal, and informational), university image, service recovery satisfaction through a survey of 303 ODL students in Malaysia who experienced a service failure and subsequently a service recovery effort.

Keywords

Justice Dimensions, Service Recovery Satisfaction, University Image, Open and Distance Learning (ODL), and PLS – SEM.

Creative Commons License

Creative Commons Attribution-Noncommercial 4.0 License
This work is licensed under a Creative Commons Attribution-Noncommercial 4.0 License

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Jun 1st, 12:00 AM

University Image: A strategic moderator between Justice Dimensions and Service Recovery Satisfaction in Open and Distance Learning (ODL) context?

This study investigated the relationships between perceived justice with justice dimensions (distributive, procedural, interpersonal, and informational), university image, service recovery satisfaction through a survey of 303 ODL students in Malaysia who experienced a service failure and subsequently a service recovery effort.