Customer's reaction to servicescape failure and associated recovery strategy: an exploration study in the food service industry / Chua Bee Lia ...[et al.]

• Autores principales: Chua, Bee Lia (Autor), Othman, Mohhiddin (Autor), Boo, Huey Chern (Autor), Ab.Karim, M. Shahrim (Autor), Ramachandran, Sridar (Autor)
• Formato: Libro
• Publicado: Faculty of Hotel and Tourism Management, Universiti Teknologi MARA Selangor, Puncak Alam Campus, 2009-08.
• Materias: Article; PeerReviewed
• Acceso en línea: Link Metadata

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 associa...