Using critical incident technique to identify the effect of servicescape failure and the effectiveness of recovery strategy on dining experience

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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Bibliographic Details
Main Authors: Chua, Bee Lia, Boo, Huey Chern, Ab Karim, M. Shahrim, Othman, Mohhidin, Ramachandran, Sridar
Format: Article
Language:English
English
Published: Protect Print Sdn Bhd 2010
Subjects:
Food service
Cooking
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

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