الفهرس 
الفصل الاوليوجد فقط 14 صفحة متاحة للعرض العام
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المستخلص
This study aimed to investigate the direct and indirect effect of the dimensions of Service Recovery on customer Delight via customers’ Quality in Internet companies’ customers. Online survey was designed to collect data from (385) companies’ customers in Internet. Path analysis was employed to test the hypotheses using WarpPLS7.The research results showed that there were direct positive significant effects of dimensions of Service Recovery (Prompt handling, Problem solving, providing an explanation, Making an apology, Empathy, Compensation and Follow-up) on customer Delight. Moreover, the findings confirmed positive significant effects of Service Recovery dimensions (Prompt handling, Problem solving, providing an explanation, Making an apology, Empathy, Compensation, Follow-up) on customers’ Relationships Quality dimensions which positively influenced customer Delight. Finally, the findings indicated that customers’ Relationships Quality mediated the relationship between Service Recovery and customer Delight.