Profiling service failure and customer online complaint motives in the case of single failure and double deviation.
This study compares the profile of service failure in single-failure and double-deviation situations differentiates the complaint motives in both. It content-analyzed online customer complaints in two popular Malaysian foodservice chains. The first part discusses the four main service failure catego...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English English |
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Taylor & Francis
2013
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| Online Access: | http://psasir.upm.edu.my/id/eprint/30445/ http://psasir.upm.edu.my/id/eprint/30445/1/Profiling%20service%20failure%20and%20customer%20online%20complaint%20motives%20in%20the%20case%20of%20single%20failure%20and%20double%20deviation.pdf |
| _version_ | 1848846679147544576 |
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| author | Poh, Theng Loo Boo, Huey Chern Khoo, Catheryn Lattimore |
| author_facet | Poh, Theng Loo Boo, Huey Chern Khoo, Catheryn Lattimore |
| author_sort | Poh, Theng Loo |
| building | UPM Institutional Repository |
| collection | Online Access |
| description | This study compares the profile of service failure in single-failure and double-deviation situations differentiates the complaint motives in both. It content-analyzed online customer complaints in two popular Malaysian foodservice chains. The first part discusses the four main service failure categories: (a) product related, (b) people related, (c) process related, and (d) physical-evidence related. The second section compares the six different types of complaint motives in single-failure and double-deviation situations. The results revealed that one case of double deviation occurred in every six cases of service failure. In addition, service failure profile and the complaint motive profile in single failures and double deviations were found to be similar. Given the findings, several important recommendations for academicians and industry practitioners were made. |
| first_indexed | 2025-11-15T09:06:32Z |
| format | Article |
| id | upm-30445 |
| institution | Universiti Putra Malaysia |
| institution_category | Local University |
| language | English English |
| last_indexed | 2025-11-15T09:06:32Z |
| publishDate | 2013 |
| publisher | Taylor & Francis |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | upm-304452015-10-28T06:48:44Z http://psasir.upm.edu.my/id/eprint/30445/ Profiling service failure and customer online complaint motives in the case of single failure and double deviation. Poh, Theng Loo Boo, Huey Chern Khoo, Catheryn Lattimore This study compares the profile of service failure in single-failure and double-deviation situations differentiates the complaint motives in both. It content-analyzed online customer complaints in two popular Malaysian foodservice chains. The first part discusses the four main service failure categories: (a) product related, (b) people related, (c) process related, and (d) physical-evidence related. The second section compares the six different types of complaint motives in single-failure and double-deviation situations. The results revealed that one case of double deviation occurred in every six cases of service failure. In addition, service failure profile and the complaint motive profile in single failures and double deviations were found to be similar. Given the findings, several important recommendations for academicians and industry practitioners were made. Taylor & Francis 2013 Article PeerReviewed application/pdf en http://psasir.upm.edu.my/id/eprint/30445/1/Profiling%20service%20failure%20and%20customer%20online%20complaint%20motives%20in%20the%20case%20of%20single%20failure%20and%20double%20deviation.pdf Poh, Theng Loo and Boo, Huey Chern and Khoo, Catheryn Lattimore (2013) Profiling service failure and customer online complaint motives in the case of single failure and double deviation. Journal of Hospitality Marketing and Management, 22 (7). pp. 728-751. ISSN 1936-8623; ESSN:1936-8631 10.1080/19368623.2013.724373 English |
| spellingShingle | Poh, Theng Loo Boo, Huey Chern Khoo, Catheryn Lattimore Profiling service failure and customer online complaint motives in the case of single failure and double deviation. |
| title | Profiling service failure and customer online complaint motives in the case of single failure and double deviation. |
| title_full | Profiling service failure and customer online complaint motives in the case of single failure and double deviation. |
| title_fullStr | Profiling service failure and customer online complaint motives in the case of single failure and double deviation. |
| title_full_unstemmed | Profiling service failure and customer online complaint motives in the case of single failure and double deviation. |
| title_short | Profiling service failure and customer online complaint motives in the case of single failure and double deviation. |
| title_sort | profiling service failure and customer online complaint motives in the case of single failure and double deviation. |
| url | http://psasir.upm.edu.my/id/eprint/30445/ http://psasir.upm.edu.my/id/eprint/30445/ http://psasir.upm.edu.my/id/eprint/30445/1/Profiling%20service%20failure%20and%20customer%20online%20complaint%20motives%20in%20the%20case%20of%20single%20failure%20and%20double%20deviation.pdf |