Service recovery strategies in western based fast food restaurants : a structural equation model test

• Main Authors: Ernest Cyril, de Run, Heriyadi, Kusyarnadi
• 格式: E-Article
• 语言: English; English
• 出版: International Journal of Business and Society 2008
• 主题: AC Collections. Series. Collected works; H Social Sciences (General); HM Sociology
• 在线阅读: http://ir.unimas.my/id/eprint/551/1/40%20service%20recovery%20strategies%20in%20western%20based%20fast%20food%20%28abstract%29.pdf; http://ir.unimas.my/id/eprint/551/2/40%20service%20recovery%20strategies%20in%20western%20based%20fast%20food.pdf; http://ir.unimas.my/id/eprint/551/

This paper sets out to confirm a model that depicts the probability that service recovery activities will be carried out 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 exp...