Profiling service failure and customer online complaint motives in the case of single failure and double deviation.
This study compares the profile of service failure in single-failure and double-deviation situations differentiates the complaint motives in both. It content-analyzed online customer complaints in two popular Malaysian foodservice chains. The first part discusses the four main service failure catego...
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| Main Authors: | , , |
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| Format: | Article |
| Language: | English English |
| Published: |
Taylor & Francis
2013
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| Online Access: | http://psasir.upm.edu.my/id/eprint/30445/1/Profiling%20service%20failure%20and%20customer%20online%20complaint%20motives%20in%20the%20case%20of%20single%20failure%20and%20double%20deviation.pdf http://psasir.upm.edu.my/id/eprint/30445/ |
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