文章基本信息

标题：Customer Behavioral Intention: Influence of Service Delivery Failures and Service Recovery in Malay Restaurants
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作者：Zulhan Othman ; Zulhan Othman ; Mohd Salehuddin Mohd Zahari 等
期刊名称：Procedia - Social and Behavioral Sciences
印刷版ISSN：1877-0428
出版年度：2013
卷号：105
页码：115-121
DOI：10.1016/j.sbspro.2013.11.013
语种：English
出版社：Elsevier
摘要：AbstractService delivery failures can put restaurants out of business, if attention is not paid to the problem. In a restaurant, the customer experience process failure if the employee is inattentive and outcome failure if the chosen menu item is not available. Knowing that failures will always occur, it is imperative that restaurant make provisions for recovery of these unfavorable instances. If customers are pleased with the service recovery, they may have intention to revisit or refer services to family and friends. Thus, this study seeks to investigate influence of service delivery failures and service recovery in Malay restaurants, in Malaysia.
关键词：Service failure;service recovery;behavioral intention