Free food - some possibility : service recovery strategies in western based fast food restaurant / Ernest Cyril de Run and Liew Li Tyng

• Main Authors: Cyril de Run, Ernest, Liew, Li Tyng
• 格式: Article
• 语言: English
• 出版: University Publication Centre (UPENA) 2007
• 主题: Hospitality industry. Hotels, clubs, restaurants, etc. Food service
• 在线阅读: http://ir.uitm.edu.my/id/eprint/16180/1/AJ_ERNEST%20CYRIL%20DE%20RUN%20MJQ%2007.pdf; http://ir.uitm.edu.my/id/eprint/16180/

This paper sets out to determine customers belief of what service recovery activities will most probably be done by front liners in Western based fast food restaurants. The study used a Juster scale based questionnaire survey format the restaurants customers. Data was then analyzed using means and f...