Can ISO 9001 improve service recovery?

Abstract

Purpose – This study aims to investigate whether ISO 9001 certification affects and enhances the relationships among customers' perceptions of service recovery and, consequently, customer satisfaction, perceived value and loyalty. In pursuit of this objective, the study also proposes a model linking loyalty and its antecedents to investigate the factors that might influence customer satisfaction and loyalty as well as the possible mediating effects of customer satisfaction.

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