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

• Main Authors: Abd. Rashid, M. H., Ahmad, F. S., Hasanordin, R.
• Format: Conference or Workshop Item
• Published: International Business Information Management Association, IBIMA 2016
• Subjects: HF Commerce
• Online Access: http://eprints.utm.my/id/eprint/73497/; https://www.scopus.com/inward/record.uri?eid=2-s2.0-84984601456&partnerID=40&md5=ac8c3f1c0128e72975f2182d1997b471
• Institution: Universiti Teknologi Malaysia

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...