Customer’s reaction to servicescape failure and associated recovery strategy: an exploration study in the food service industry / Chua Bee Lia ...[et al.]

• Main Authors: Chua, Bee Lia, Othman, Mohhiddin, Boo, Huey Chern, Ab.Karim, M. Shahrim, Ramachandran, Sridar
• Format: Article
• Language: English
• Published: Faculty of Hotel and Tourism Management, Universiti Teknologi MARA Selangor, Puncak Alam Campus 2009
• Subjects: Consumer satisfaction; Customer services. Customer relations; Hospitality industry. Hotels, clubs, restaurants, etc. Food service
• Online Access: http://ir.uitm.edu.my/id/eprint/44365/1/44365.pdf; http://ir.uitm.edu.my/id/eprint/44365/; https://www.jthca.org/

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...