Citizen Relationship Management: The Influence of Justice Perceptions and Service Recovery Satisfaction on Trust in Government: An Empirical Investigation of Malaysian Local Authorities.
Service recovery systems (SRS) play a crucial role within Citizen Relationship Management in dealing with disgruntled citizens in the public sector given the absence of exit options. The paper reports on a survey of 1696 citizens who complained to their local authorities in Selangor, a state in the federation of Malaysia. The public perception of the justice attributes of their local authority service recovery system is poor. This perception results in low recovery satisfaction and in turn, leads to low trust. To restore public trust in government, service recovery systems must be perceived to be just and friendly by the complainants.
Hazman Shah Abdullah Norizan Sharif Yap Bee Wah
Universiti Teknologi MARA,Malaysia
国际会议
青岛
英文
99-104
2010-07-15（万方平台首次上网日期，不代表论文的发表时间）