Customer reactions to service failure and recovery in the restaurant industry: A covariance-based sem approach
The current study examines the antecedents of recovery satisfaction among 338 customers who experienced service failures at casual restaurants in Malaysia. Data was analyzed using Covariance-Based Structural Equation Modelling (CB-SEM) technique via the utilization of Analysis of Moments Structures...
| Published in: | Proceedings of the 27th International Business Information Management Association Conference - Innovation Management and Education Excellence Vision 2020: From Regional Development Sustainability to Global Economic Growth, IBIMA 2016 |
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| Main Author: | |
| Format: | Conference paper |
| Language: | English |
| Published: |
International Business Information Management Association, IBIMA
2016
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| Online Access: | https://www.scopus.com/inward/record.uri?eid=2-s2.0-84984601456&partnerID=40&md5=ac8c3f1c0128e72975f2182d1997b471 |