Customer Reactions to Service Failure and Recovery in the Restaurant Industry: A Covariance-Based SEM Approach

被引：0

作者：

Abd Rashid, Muhammad Hafiz ^{[1
]}

Ahmad, Fauziah Sh. ^{[2
]}

Hasanordin, Rahayu ^{[1
]}

机构：

[1] Univ Teknol MARA, Fac Business & Management, Puncak Alam, Selangor, Malaysia

[2] Univ Teknol Malaysia, Int Business Sch, Kuala Lumpur, Malaysia

来源：

INNOVATION MANAGEMENT AND EDUCATION EXCELLENCE VISION 2020: FROM REGIONAL DEVELOPMENT SUSTAINABILITY TO GLOBAL ECONOMIC GROWTH, VOLS I - VI | 2016年

关键词：

service recovery; satisfaction; restaurant industry; structural equation modelling; CONSUMER RESPONSES; MODERATING IMPACT; PERCEIVED JUSTICE; SATISFACTION; PERCEPTIONS; ANTECEDENTS; STRATEGIES; MODEL;

D O I：

暂无

中图分类号：

C [社会科学总论];

学科分类号：

03 ; 0303 ;

摘要：

The current study examines the antecedents of recovery satisfaction among 338 customers who experienced service failures at casual restaurants in Malaysia. Data was analyzed using Covariance-Based Structural Equation Modelling (CB-SEM) technique via the utilization of Analysis of Moments Structures (AMOS). Findings indicate that distributive justice, procedural justice, and interactional justice were significantly related to customers' post-recovery satisfaction. Interactional justice demonstrates the strongest effect on recovery satisfaction compared to the other two dimensions. The study has enhanced the understanding of the antecedents of recovery satisfaction and has implications for marketing researchers and restaurateurs. It also confirms the appropriateness of justice theory in examining service recovery efforts performed by the restaurateurs. Further suggestions for future research are offered.

引用

页码：926 / 935

页数：10

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