Using critical incident technique to identify the effect of servicescape failure and the effectiveness of recovery strategy on dining experience

• Main Authors: Chua, Bee Lia, Boo, Huey Chern, Ab Karim, M. Shahrim, Othman, Mohhidin, Ramachandran, Sridar
• Format: Article
• Language: English; English
• Published: Protect Print Sdn Bhd 2010
• Online Access: http://psasir.upm.edu.my/id/eprint/17547/1/Using%20critical%20incident%20technique%20to%20identify%20the%20effect%20of%20servicescape%20failure%20and%20the%20effectiveness%20of%20recovery%20strategy%20on%20dining%20experience.pdf; http://psasir.upm.edu.my/id/eprint/17547/; http://www.onlinereview.segi.edu.my/htmlview.php?aid=18&&vol=2&&series=2
• Institution: Universiti Putra Malaysia

Despite the acknowledged importance of servicescapes, there is a dearth of empirical investigations of servicescape failures and recovery strategies and how these influence the subsequent behaviour of customers. Using the Critical Incident Technique (CIT), a total of 102 incidents had been gathere...