Nurbainy Susendra Mohd Anuar, Naheed Sultan, and Muhammad Tahir Jan. 2018. “FACTORS INFLUENCING SATISFACTION WITH SERVICE RECOVERY AND WORD-OF-MOUTH: AN EMPIRICAL STUDY OF BANKING INDUSTRY IN MALAYSIA”. International Journal of Accounting, Finance and Business 3 (16). https://academicinspired.com/ijafb/article/view/132.