The influence of service delivery failures, service recovery and perceived values on customer behavioural intentions in Malay restaurants / Zulhan Othman
Undeniable in restaurant operation service delivery failures occurred when service delivery performance does not meet the expectations of customers and classified as either pertaining to the outcome or process. A process failure happened when core service carried in a flawed or incomplete way, resul...
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| Format: | Book Section |
| Language: | English |
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Institute of Graduate Studies, UiTM
2015
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| Online Access: | http://ir.uitm.edu.my/id/eprint/19397/ http://ir.uitm.edu.my/id/eprint/19397/1/ABS_ZULHAN%20OTHMAN%20VOL%207%20IGS%2015.pdf |