Customer reactions to service failure and recovery in the restaurant industry: A covariance-based sem approach

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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...

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Bibliographic Details
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
Main Author:	Abd Rashid M.H.; Ahmad F.S.; Hasanordin R.
Format:	Conference paper
Language:	English
Published:	International Business Information Management Association, IBIMA 2016
Online Access:	https://www.scopus.com/inward/record.uri?eid=2-s2.0-84984601456&partnerID=40&md5=ac8c3f1c0128e72975f2182d1997b471

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