Servicescape failure and recovery strategy in the Food Service Industry: The effect on customer repatronization.

• Main Authors: Chua, Lia Bee, Othman, Mohhidin, Boo, Huey Chern, Abdul Karim, Muhammad Shahrim, Ramachandran, Sridar
• Format: Article
• Language: English; English
• Published: Taylor & Francis 2010
• Online Access: http://psasir.upm.edu.my/id/eprint/16683/1/Servicescape%20failure%20and%20recovery%20strategy%20in%20the%20Food%20Service%20Industry.pdf; http://psasir.upm.edu.my/id/eprint/16683/

This study addresses the servicescape failures in food service industry related to the poor management of physical environments and the associated recovery strategies used to retain dissatisfied customers. Despite the acknowledged importance of servicescapes, there is a dearth of exploratory investi...