Customers' reaction to servicescape failure and associated recovery strategy: an exploratory study in the food service industry

The term ‘servicescape’ refers to the physical environment in a service encounter which elicits internal reactions from customers leading to the display of approach or avoidance behaviours. This study examines the effects of servicescape failures on customers’ responses to the associated recovery st...

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Bibliographic Details

Main Authors:	Chua, Bee Lia, Othman, Mohhiddin, Boo, Huey Chern, Abdul Karim, Muhammad Shahrim, Ramachandran, Sridar
Format:	Article
Language:	en
Published:	Penerbit Universiti Teknologi MARA (UiTM) Malaysia 2009
Online Access:	http://psasir.upm.edu.my/id/eprint/13844/1/Customers%E2%80%99%20reaction%20to%20servicescape%20.pdf http://psasir.upm.edu.my/id/eprint/13844/ http://www.jthca.org/#!online-issues/x1irv
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