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...
Main Authors: | , , , , |
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Format: | Article |
Language: | English English |
Published: |
Protect Print Sdn Bhd
2010
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Subjects: | |
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 |