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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Main Author:	Othman, Zulhan
Format:	Book Section
Language:	English
Published:	Institute of Graduate Studies, UiTM 2015
Subjects:	Customer services. Customer relations
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

id	uitm-19397
recordtype	eprints
spelling	uitm-193972018-06-11T06:20:31Z http://ir.uitm.edu.my/id/eprint/19397/ The influence of service delivery failures, service recovery and perceived values on customer behavioural intentions in Malay restaurants / Zulhan Othman Othman, Zulhan Customer services. Customer relations 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, resulting in poor benefit and instigating in reduction of economic resources such as money, time, status or esteem to the customer. Knowing failures will occur even in the finest restaurant, it is imperative therefore for the restaurant to make provisions for recovery of these unfavourable instances and the provisions that restaurant makes are known as service recovery. Restaurant ability to recover from service delivery failure is an essential element of the whole service delivery system with significant implications as it is recognized to provide opportunities to decrease costs, improve customer experience and increase customer satisfaction. The effective service recovery not only corrects the service delivery failures, but also builds and maintains strong relationships which ultimately lead to behavioural intentions, including revisiting and word of mouth. In contrary, as to why customers are found of still patronizing some of the restaurants despite providing fewer recovery processes. It is therefore conjectured that the role of positive perceived values may influence customers repeat purchase behaviour or the underlying reasons that cause this causation. This study empirically investigates the causal relationship among service delivery failures, service recovery and perceived values with satisfaction and behavioural intentions of customers towards Malay medium restaurants… Institute of Graduate Studies, UiTM 2015 Book Section PeerReviewed text en http://ir.uitm.edu.my/id/eprint/19397/1/ABS_ZULHAN%20OTHMAN%20VOL%207%20IGS%2015.pdf Othman, Zulhan (2015) The influence of service delivery failures, service recovery and perceived values on customer behavioural intentions in Malay restaurants / Zulhan Othman. In: The Doctoral Research Abstracts. IGS Biannual Publication, 7 (7). Institute of Graduate Studies, UiTM, Shah Alam.
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Teknologi MARA
building	UiTM Institutional Repository
collection	Online Access
language	English
topic	Customer services. Customer relations
spellingShingle	Customer services. Customer relations Othman, Zulhan The influence of service delivery failures, service recovery and perceived values on customer behavioural intentions in Malay restaurants / Zulhan Othman
description	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, resulting in poor benefit and instigating in reduction of economic resources such as money, time, status or esteem to the customer. Knowing failures will occur even in the finest restaurant, it is imperative therefore for the restaurant to make provisions for recovery of these unfavourable instances and the provisions that restaurant makes are known as service recovery. Restaurant ability to recover from service delivery failure is an essential element of the whole service delivery system with significant implications as it is recognized to provide opportunities to decrease costs, improve customer experience and increase customer satisfaction. The effective service recovery not only corrects the service delivery failures, but also builds and maintains strong relationships which ultimately lead to behavioural intentions, including revisiting and word of mouth. In contrary, as to why customers are found of still patronizing some of the restaurants despite providing fewer recovery processes. It is therefore conjectured that the role of positive perceived values may influence customers repeat purchase behaviour or the underlying reasons that cause this causation. This study empirically investigates the causal relationship among service delivery failures, service recovery and perceived values with satisfaction and behavioural intentions of customers towards Malay medium restaurants…
format	Book Section
author	Othman, Zulhan
author_facet	Othman, Zulhan
author_sort	Othman, Zulhan
title	The influence of service delivery failures, service recovery and perceived values on customer behavioural intentions in Malay restaurants / Zulhan Othman
title_short	The influence of service delivery failures, service recovery and perceived values on customer behavioural intentions in Malay restaurants / Zulhan Othman
title_full	The influence of service delivery failures, service recovery and perceived values on customer behavioural intentions in Malay restaurants / Zulhan Othman
title_fullStr	The influence of service delivery failures, service recovery and perceived values on customer behavioural intentions in Malay restaurants / Zulhan Othman
title_full_unstemmed	The influence of service delivery failures, service recovery and perceived values on customer behavioural intentions in Malay restaurants / Zulhan Othman
title_sort	influence of service delivery failures, service recovery and perceived values on customer behavioural intentions in malay restaurants / zulhan othman
publisher	Institute of Graduate Studies, UiTM
publishDate	2015
url	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
first_indexed	2023-09-18T23:02:29Z
last_indexed	2023-09-18T23:02:29Z
_version_	1777418265314721792

The influence of service delivery failures, service recovery and perceived values on customer behavioural intentions in Malay restaurants / Zulhan Othman

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