Cover Image

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...

Full description

Saved in:
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/17547/1/Using%20critical%20incident%20technique%20to%20identify%20the%20effect%20of%20servicescape%20failure%20and%20the%20effectiveness%20of%20recovery%20strategy%20on%20dining%20experience.pdf
Tags: Add Tag
No Tags, Be the first to tag this record!

Internet

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

Similar Items