The influence of service delivery failures, service recovery and perceived values on customer behavioural intentions in Malay restaurants / Zulhan Othman

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The influence of service delivery failures, service recovery and perceived values on customer behavioural intentions in Malay restaurants / Zulhan Othman

Undeniable in restaurant operation service delivery failures occurred when service delivery performance does not meet the expectations of customers and classified as either pertaining to the outcome or process. A process failure happened when core service carried in a flawed or incomplete way, resul...

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Bibliographic Details
Main Author:	Othman, Zulhan
Format:	Book Section
Language:	English
Published:	Institute of Graduate Studies, UiTM 2015
Subjects:	Customer services. Customer relations
Online Access:	https://ir.uitm.edu.my/id/eprint/19397/

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