Using critical incident technique to identify the effect of servicescape failure and the effectiveness of recovery strategy on dining experience
Despite the acknowledged importance of servicescapes, there is a dearth of empirical investigations of servicescape failures and recovery strategies and how these influence the subsequent behaviour of customers. Using the Critical Incident Technique (CIT), a total of 102 incidents had been gathere...
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| Format: | Article |
| Language: | English English |
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Protect Print Sdn Bhd
2010
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| Online Access: | http://psasir.upm.edu.my/id/eprint/17547/ http://psasir.upm.edu.my/id/eprint/17547/1/Using%20critical%20incident%20technique%20to%20identify%20the%20effect%20of%20servicescape%20failure%20and%20the%20effectiveness%20of%20recovery%20strategy%20on%20dining%20experience.pdf |
| _version_ | 1848843271352090624 |
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| author | Chua, Bee Lia Boo, Huey Chern Ab Karim, M. Shahrim Othman, Mohhidin Ramachandran, Sridar |
| author_facet | Chua, Bee Lia Boo, Huey Chern Ab Karim, M. Shahrim Othman, Mohhidin Ramachandran, Sridar |
| author_sort | Chua, Bee Lia |
| building | UPM Institutional Repository |
| collection | Online Access |
| description | Despite the acknowledged importance of servicescapes, there is a dearth of empirical investigations of servicescape failures and recovery strategies and how these influence
the subsequent behaviour of customers. Using the Critical Incident Technique (CIT), a total of 102 incidents had been gathered by personal interviews. The initial result
revealed that cleanliness issues were the most common problem occurring in food service industries, followed by design issues, mechanical issues and social issues.
Customers exhibited negative reactions to those failures and led to displays of various behaviours. The implemented recoveries were perceived both positively and negatively by
the customers. |
| first_indexed | 2025-11-15T08:12:22Z |
| format | Article |
| id | upm-17547 |
| institution | Universiti Putra Malaysia |
| institution_category | Local University |
| language | English English |
| last_indexed | 2025-11-15T08:12:22Z |
| publishDate | 2010 |
| publisher | Protect Print Sdn Bhd |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | upm-175472015-11-03T07:31:10Z http://psasir.upm.edu.my/id/eprint/17547/ Using critical incident technique to identify the effect of servicescape failure and the effectiveness of recovery strategy on dining experience Chua, Bee Lia Boo, Huey Chern Ab Karim, M. Shahrim Othman, Mohhidin Ramachandran, Sridar Despite the acknowledged importance of servicescapes, there is a dearth of empirical investigations of servicescape failures and recovery strategies and how these influence the subsequent behaviour of customers. Using the Critical Incident Technique (CIT), a total of 102 incidents had been gathered by personal interviews. The initial result revealed that cleanliness issues were the most common problem occurring in food service industries, followed by design issues, mechanical issues and social issues. Customers exhibited negative reactions to those failures and led to displays of various behaviours. The implemented recoveries were perceived both positively and negatively by the customers. Protect Print Sdn Bhd 2010 Article PeerReviewed application/pdf en http://psasir.upm.edu.my/id/eprint/17547/1/Using%20critical%20incident%20technique%20to%20identify%20the%20effect%20of%20servicescape%20failure%20and%20the%20effectiveness%20of%20recovery%20strategy%20on%20dining%20experience.pdf Chua, Bee Lia and Boo, Huey Chern and Ab Karim, M. Shahrim and Othman, Mohhidin and Ramachandran, Sridar (2010) Using critical incident technique to identify the effect of servicescape failure and the effectiveness of recovery strategy on dining experience. SEGi Review, 3 (1). pp. 152-170. ISSN 1985-5672 http://www.onlinereview.segi.edu.my/htmlview.php?aid=18&&vol=2&&series=2 Food service Cooking English |
| spellingShingle | Food service Cooking Chua, Bee Lia Boo, Huey Chern Ab Karim, M. Shahrim Othman, Mohhidin Ramachandran, Sridar Using critical incident technique to identify the effect of servicescape failure and the effectiveness of recovery strategy on dining experience |
| title | Using critical incident technique to identify the effect of servicescape failure and the effectiveness of recovery strategy on dining experience |
| title_full | Using critical incident technique to identify the effect of servicescape failure and the effectiveness of recovery strategy on dining experience |
| title_fullStr | Using critical incident technique to identify the effect of servicescape failure and the effectiveness of recovery strategy on dining experience |
| title_full_unstemmed | Using critical incident technique to identify the effect of servicescape failure and the effectiveness of recovery strategy on dining experience |
| title_short | Using critical incident technique to identify the effect of servicescape failure and the effectiveness of recovery strategy on dining experience |
| title_sort | using critical incident technique to identify the effect of servicescape failure and the effectiveness of recovery strategy on dining experience |
| topic | Food service Cooking |
| url | http://psasir.upm.edu.my/id/eprint/17547/ http://psasir.upm.edu.my/id/eprint/17547/ http://psasir.upm.edu.my/id/eprint/17547/1/Using%20critical%20incident%20technique%20to%20identify%20the%20effect%20of%20servicescape%20failure%20and%20the%20effectiveness%20of%20recovery%20strategy%20on%20dining%20experience.pdf |