Yeop Yunus, Nek Kamal, Arsalan M Goury, Ahmad Zainal Abidin Abd Razak, Nor Azrin Md Latip, and Ahmad Amri Zainal Adnan. “Customer Retention: Atonement Oriented Recovery Strategies in the Retail Banking Industry in Malaysia”.
Management Research Journal 6 (October 23, 2017): 163 – 175. Accessed May 13, 2025.
https://ejournal.upsi.edu.my/index.php/MRJ/article/view/1405.