MANSORI, S., G. G. TYNG, and Z. M. M. ISMAIL. “Service Recovery, Satisfaction and Customers’ Post Service Behavior in the Malaysian Banking Sector”. Management Dynamics in the Knowledge Economy, vol. 2, no. 1, June 2014, pp. 5-20, https://www.managementdynamics.ro/index.php/journal/article/view/31.