Customer Behavioral Intention: Influence of service delivery failures and service recovery in Malay restaurants
Service 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...
Main Authors: | Othman, Z (Author), Radzi, SM (Author), Zahari, MSM (Author) |
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Format: | Article |
Language: | English |
Online Access: | View Fulltext in Publisher |
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