Impact Of Servicescape Failures And Associated Recovery Strategies On Customer Behavior In The Food Service Industry
Servicescape has become an increasingly important element in the delivery of customers’ expectation and delight in services industry. However, servicescape failure can result in customer dissatisfaction. The subsequent interaction with a service employee has a great deal of influence on customer ult...
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| Format: | Thesis |
| Language: | English English |
| Published: |
2009
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| Subjects: | |
| Online Access: | http://psasir.upm.edu.my/id/eprint/5668/1/A_FSTM_2009_21.pdf |
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