Profiling service failure and customer online complaint motives in the case of single failure and double deviation.

• Main Authors: Poh, Theng Loo, Boo, Huey Chern, Khoo, Catheryn Lattimore
• Format: Article
• Language: English; English
• Published: Taylor & Francis 2013
• 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/

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...