NEGATIVE ONLINE CUSTOMER REVIEWS IN RESTAURANT DINING EXPERIENCE: WHAT ARE THE DETERMINING FACTORS OF SERVICE FAILURE AFFECTING BEHAVIORAL INTENTIONS?
Present study empirically examined the determining factors of service failure in restaurant dining experience leading to negative online reviews and, thus, behavioral intentions (i.e., repeat purchase and recommendation to others). The findings underline that (1) any service mishap with regard to fo...
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| Format: | Article |
| Language: | English |
| Published: |
Romanian Foundation for Business Intelligence
2021-06-01
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| Series: | Network Intelligence Studies |
| Subjects: | |
| Online Access: |
http://seaopenresearch.eu/Journals/articles/NIS_17_8.pdf
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