Understanding Customer Responses to Service Failures during the COVID-19 Pandemic for Sustained Restaurant Businesses: Focusing on <i>Guanxi</i>

Understanding Customer Responses to Service Failures during the COVID-19 Pandemic for Sustained Restaurant Businesses: Focusing on <i>Guanxi</i>

Due to the COVID-19 pandemic, restaurants worldwide, including China, have been forced to protect public health by following food safety standards and adapting to the necessary social distancing practices. Accordingly, restaurant diners who are concerned about food safety and unsure of whether it is...

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Bibliographic Details
Main Authors: Chenyu Zhang, Junkyu Park, Mark A. Bonn, Meehee Cho
Format: Article
Language:English
Published: MDPI AG 2021-03-01
Series:Sustainability
Subjects:
service failures
Guanxi
direct complaints
negative word-of-mouth
switching intentions
revisit intentions
Online Access:https://www.mdpi.com/2071-1050/13/6/3581

Internet

https://www.mdpi.com/2071-1050/13/6/3581

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