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Citizen Relationship Management: The influence of justice perceptions and service recovery satisfaction on trust in government: An empirical investigation of Malaysian local authorities

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3 Author(s)
Abdullah, H.S. ; Fac. of Administrative Sci. & Policy Studies, Univ. Teknol. MARA, Shah Alam, Malaysia ; Sharif, N. ; Bee Wah, Yap

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.

Published in:

Service Operations and Logistics and Informatics (SOLI), 2010 IEEE International Conference on

Date of Conference:

15-17 July 2010