Customers' reaction to servicescape failure and associated recovery strategy: an exploratory study in the food service industry
The term ‘servicescape’ refers to the physical environment in a service encounter which elicits internal reactions from customers leading to the display of approach or avoidance behaviours. This study examines the effects of servicescape failures on customers’ responses to the associated recovery st...
| Main Authors: | , , , , |
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| Format: | Article |
| Language: | English |
| Published: |
Penerbit Universiti Teknologi MARA (UiTM) Malaysia
2009
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| Online Access: | http://psasir.upm.edu.my/id/eprint/13844/1/Customers%E2%80%99%20reaction%20to%20servicescape%20.pdf |