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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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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
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spelling my.utm.734972017-11-26T03:37:02Z http://eprints.utm.my/id/eprint/73497/ Customer reactions to service failure and recovery in the restaurant industry: a covariance-based sem approach Abd. Rashid, M. H. Ahmad, F. S. Hasanordin, R. HF Commerce 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 (AMOS). Findings indicate that distributive justice, procedural justice, and interactional justice were significantly related to customers' post-recovery satisfaction. Interactional justice demonstrates the strongest effect on recovery satisfaction compared to the other two dimensions. The study has enhanced the understanding of the antecedents of recovery satisfaction and has implications for marketing researchers and restaurateurs. It also confirms the appropriateness of justice theory in examining service recovery efforts performed by the restaurateurs. Further suggestions for future research are offered. International Business Information Management Association, IBIMA 2016 Conference or Workshop Item PeerReviewed Abd. Rashid, M. H. and Ahmad, F. S. and Hasanordin, R. (2016) Customer reactions to service failure and recovery in the restaurant industry: a covariance-based sem approach. In: 27th International Business Information Management Association Conference - Innovation Management and Education Excellence Vision 2020: From Regional Development Sustainability to Global Economic Growth, IBIMA 2016, 4-5 May 2016, Milan, Italy. https://www.scopus.com/inward/record.uri?eid=2-s2.0-84984601456&partnerID=40&md5=ac8c3f1c0128e72975f2182d1997b471
institution Universiti Teknologi Malaysia
building UTM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Malaysia
content_source UTM Institutional Repository
url_provider http://eprints.utm.my/
topic HF Commerce
spellingShingle HF Commerce
Abd. Rashid, M. H.
Ahmad, F. S.
Hasanordin, R.
Customer reactions to service failure and recovery in the restaurant industry: a covariance-based sem approach
description 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 (AMOS). Findings indicate that distributive justice, procedural justice, and interactional justice were significantly related to customers' post-recovery satisfaction. Interactional justice demonstrates the strongest effect on recovery satisfaction compared to the other two dimensions. The study has enhanced the understanding of the antecedents of recovery satisfaction and has implications for marketing researchers and restaurateurs. It also confirms the appropriateness of justice theory in examining service recovery efforts performed by the restaurateurs. Further suggestions for future research are offered.
format Conference or Workshop Item
author Abd. Rashid, M. H.
Ahmad, F. S.
Hasanordin, R.
author_facet Abd. Rashid, M. H.
Ahmad, F. S.
Hasanordin, R.
author_sort Abd. Rashid, M. H.
title Customer reactions to service failure and recovery in the restaurant industry: a covariance-based sem approach
title_short Customer reactions to service failure and recovery in the restaurant industry: a covariance-based sem approach
title_full Customer reactions to service failure and recovery in the restaurant industry: a covariance-based sem approach
title_fullStr Customer reactions to service failure and recovery in the restaurant industry: a covariance-based sem approach
title_full_unstemmed Customer reactions to service failure and recovery in the restaurant industry: a covariance-based sem approach
title_sort customer reactions to service failure and recovery in the restaurant industry: a covariance-based sem approach
publisher International Business Information Management Association, IBIMA
publishDate 2016
url http://eprints.utm.my/id/eprint/73497/
https://www.scopus.com/inward/record.uri?eid=2-s2.0-84984601456&partnerID=40&md5=ac8c3f1c0128e72975f2182d1997b471
_version_ 1643656676388110336
score 13.211869

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