Service Recovery Strategies In Western Based Fast Food Restaurants: A Structural Equation Model Test
This paper sets out to confirm a model that depicts the probability that service recovery activities will be carried out by front liners in Western based fast food restaurants. The study used a Juster scale based questionnaire survey format the restaurants customers. Data was then analyzed using exp...
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| Format: | Article |
| Language: | English |
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Universiti Malaysia Sarawak, (UNIMAS)
2008
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| Online Access: | http://ir.unimas.my/id/eprint/9236/ http://ir.unimas.my/id/eprint/9236/1/SERVICE%20RECOVERY%20STRATEGIES%20IN%20WESTERN%20BASED%20FAST%20FOOD%20RESTAURANTS.pdf |
| _version_ | 1848836518649528320 |
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| author | Ernest Cyril, de Run Heriyadi, Kusyarnadi |
| author_facet | Ernest Cyril, de Run Heriyadi, Kusyarnadi |
| author_sort | Ernest Cyril, de Run |
| building | UNIMAS Institutional Repository |
| collection | Online Access |
| description | This paper sets out to confirm a model that depicts the probability that service recovery activities will be carried out by front liners in Western based fast food restaurants. The study used a Juster scale based questionnaire survey format the restaurants customers. Data was then analyzed using exploratory and confirmatory factor analysis utilizing Structural Equation Model. Factor analysis indicated three views of customers termed as Spoken, Minor Action, and Major Action service recovery strategies. The confirmatory factor analysis indicated that the model was of a good fit (.749). The study was limited to respondents in Kuching. Nevertheless the finding has important implications to management and academia. For academics, the findings provide insight into service recovery modeling. A practical application from this study would be the use of Minor or Major Action service recovery strategies to improve customer’s perception of a company after service failure. |
| first_indexed | 2025-11-15T06:25:02Z |
| format | Article |
| id | unimas-9236 |
| institution | Universiti Malaysia Sarawak |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-15T06:25:02Z |
| publishDate | 2008 |
| publisher | Universiti Malaysia Sarawak, (UNIMAS) |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | unimas-92362015-10-27T06:39:49Z http://ir.unimas.my/id/eprint/9236/ Service Recovery Strategies In Western Based Fast Food Restaurants: A Structural Equation Model Test Ernest Cyril, de Run Heriyadi, Kusyarnadi H Social Sciences (General) This paper sets out to confirm a model that depicts the probability that service recovery activities will be carried out by front liners in Western based fast food restaurants. The study used a Juster scale based questionnaire survey format the restaurants customers. Data was then analyzed using exploratory and confirmatory factor analysis utilizing Structural Equation Model. Factor analysis indicated three views of customers termed as Spoken, Minor Action, and Major Action service recovery strategies. The confirmatory factor analysis indicated that the model was of a good fit (.749). The study was limited to respondents in Kuching. Nevertheless the finding has important implications to management and academia. For academics, the findings provide insight into service recovery modeling. A practical application from this study would be the use of Minor or Major Action service recovery strategies to improve customer’s perception of a company after service failure. Universiti Malaysia Sarawak, (UNIMAS) 2008 Article NonPeerReviewed text en http://ir.unimas.my/id/eprint/9236/1/SERVICE%20RECOVERY%20STRATEGIES%20IN%20WESTERN%20BASED%20FAST%20FOOD%20RESTAURANTS.pdf Ernest Cyril, de Run and Heriyadi, Kusyarnadi (2008) Service Recovery Strategies In Western Based Fast Food Restaurants: A Structural Equation Model Test. International Journal of Business and Society, 9 (2). pp. 54-68. ISSN 1511 6670 http://www.ijbs.unimas.my |
| spellingShingle | H Social Sciences (General) Ernest Cyril, de Run Heriyadi, Kusyarnadi Service Recovery Strategies In Western Based Fast Food Restaurants: A Structural Equation Model Test |
| title | Service Recovery Strategies In Western Based Fast Food Restaurants: A Structural Equation Model Test |
| title_full | Service Recovery Strategies In Western Based Fast Food Restaurants: A Structural Equation Model Test |
| title_fullStr | Service Recovery Strategies In Western Based Fast Food Restaurants: A Structural Equation Model Test |
| title_full_unstemmed | Service Recovery Strategies In Western Based Fast Food Restaurants: A Structural Equation Model Test |
| title_short | Service Recovery Strategies In Western Based Fast Food Restaurants: A Structural Equation Model Test |
| title_sort | service recovery strategies in western based fast food restaurants: a structural equation model test |
| topic | H Social Sciences (General) |
| url | http://ir.unimas.my/id/eprint/9236/ http://ir.unimas.my/id/eprint/9236/ http://ir.unimas.my/id/eprint/9236/1/SERVICE%20RECOVERY%20STRATEGIES%20IN%20WESTERN%20BASED%20FAST%20FOOD%20RESTAURANTS.pdf |