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Cheng, Boon Liat * and Gan, Chin Chuan * and Imrie, Brian C. and Shaheen, M. (2019) Service recovery, customer satisfaction and customer loyalty: Evidence from Malaysia’s hotel industry. International Journal of Quality and Service Sciences, 11 (2). pp. 187-203. ISSN 1756-669x
Cheng, Boon Liat * and Mansori, Shaheen and Gan, Chin Chuan * and Imrie, Brian C. * (2017) Hotel service recovery and service quality: Influences of corporate image and generational differences in the relationship between customer satisfaction and loyalty. Journal of Global Marketing, 30 (1). pp. 42-51. ISSN 0891-1762
Gan, Chin Chuan * and Ding, Hooi Ting (2014) Pre-purchase behaviour: Is there a cognitive dissonance? Australian Journal of Basic & Applied Sciences, 8 (5). pp. 35-40. ISSN 1991-8178 (Submitted)
