Customer behavioral intention: Influence of service delivery failures and perceived values in Malay restaurants / Zulhan Othman, Salleh Mohd Radzi and Mohd Hafiz Mohd Hanafiah

Undeniable that to be successful, restaurant industry must have the ability to deliver satisfying experiences to customers. Most successful restaurants compete on the basis of their ability to delivery superior and unexceptional service. Nevertheless, even in the luxurious restaurant with the best c...

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Main Authors:	Othman, Zulhan, Mohd Radzi, Salleh, Mohd Hanafiah, Mohd Hafiz
Format:	Article
Language:	English
Published:	UiTM Press 2014
Subjects:	Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Customer services. Customer relations
Online Access:	http://ir.uitm.edu.my/id/eprint/20611/ http://ir.uitm.edu.my/id/eprint/20611/1/AJ_ZULHAN%20OTHMAN%20JTHCA%2014.pdf

id	uitm-20611
recordtype	eprints
spelling	uitm-206112018-07-17T05:03:54Z http://ir.uitm.edu.my/id/eprint/20611/ Customer behavioral intention: Influence of service delivery failures and perceived values in Malay restaurants / Zulhan Othman, Salleh Mohd Radzi and Mohd Hafiz Mohd Hanafiah Othman, Zulhan Mohd Radzi, Salleh Mohd Hanafiah, Mohd Hafiz Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Customer services. Customer relations Undeniable that to be successful, restaurant industry must have the ability to deliver satisfying experiences to customers. Most successful restaurants compete on the basis of their ability to delivery superior and unexceptional service. Nevertheless, even in the luxurious restaurant with the best customer-oriented strategic plans, immaculate service delivery cannot be assured. Service delivery failures, in fact, can make restaurants out of business by neglecting the cause of failure. Apart from that, it is contended that customers who had a bad experience will still revisit and remain loyal to the restaurants that have positive perceived values. Thus, this study empirically investigates the influence of service delivery failures, perceived values and customer behavioral intention in Malay restaurants. It is structured according to a quantitative investigation among restaurant customers who had visited and experienced service delivery failures when dining at pre-identified Malay restaurants in Klang Valley. UiTM Press 2014 Article PeerReviewed text en http://ir.uitm.edu.my/id/eprint/20611/1/AJ_ZULHAN%20OTHMAN%20JTHCA%2014.pdf Othman, Zulhan and Mohd Radzi, Salleh and Mohd Hanafiah, Mohd Hafiz (2014) Customer behavioral intention: Influence of service delivery failures and perceived values in Malay restaurants / Zulhan Othman, Salleh Mohd Radzi and Mohd Hafiz Mohd Hanafiah. Journal of Tourism, Hospitality & Culinary Arts (JTHCA), 6 (1). ISSN 1985-8914
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Teknologi MARA
building	UiTM Institutional Repository
collection	Online Access
language	English
topic	Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Customer services. Customer relations
spellingShingle	Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Customer services. Customer relations Othman, Zulhan Mohd Radzi, Salleh Mohd Hanafiah, Mohd Hafiz Customer behavioral intention: Influence of service delivery failures and perceived values in Malay restaurants / Zulhan Othman, Salleh Mohd Radzi and Mohd Hafiz Mohd Hanafiah
description	Undeniable that to be successful, restaurant industry must have the ability to deliver satisfying experiences to customers. Most successful restaurants compete on the basis of their ability to delivery superior and unexceptional service. Nevertheless, even in the luxurious restaurant with the best customer-oriented strategic plans, immaculate service delivery cannot be assured. Service delivery failures, in fact, can make restaurants out of business by neglecting the cause of failure. Apart from that, it is contended that customers who had a bad experience will still revisit and remain loyal to the restaurants that have positive perceived values. Thus, this study empirically investigates the influence of service delivery failures, perceived values and customer behavioral intention in Malay restaurants. It is structured according to a quantitative investigation among restaurant customers who had visited and experienced service delivery failures when dining at pre-identified Malay restaurants in Klang Valley.
format	Article
author	Othman, Zulhan Mohd Radzi, Salleh Mohd Hanafiah, Mohd Hafiz
author_facet	Othman, Zulhan Mohd Radzi, Salleh Mohd Hanafiah, Mohd Hafiz
author_sort	Othman, Zulhan
title	Customer behavioral intention: Influence of service delivery failures and perceived values in Malay restaurants / Zulhan Othman, Salleh Mohd Radzi and Mohd Hafiz Mohd Hanafiah
title_short	Customer behavioral intention: Influence of service delivery failures and perceived values in Malay restaurants / Zulhan Othman, Salleh Mohd Radzi and Mohd Hafiz Mohd Hanafiah
title_full	Customer behavioral intention: Influence of service delivery failures and perceived values in Malay restaurants / Zulhan Othman, Salleh Mohd Radzi and Mohd Hafiz Mohd Hanafiah
title_fullStr	Customer behavioral intention: Influence of service delivery failures and perceived values in Malay restaurants / Zulhan Othman, Salleh Mohd Radzi and Mohd Hafiz Mohd Hanafiah
title_full_unstemmed	Customer behavioral intention: Influence of service delivery failures and perceived values in Malay restaurants / Zulhan Othman, Salleh Mohd Radzi and Mohd Hafiz Mohd Hanafiah
title_sort	customer behavioral intention: influence of service delivery failures and perceived values in malay restaurants / zulhan othman, salleh mohd radzi and mohd hafiz mohd hanafiah
publisher	UiTM Press
publishDate	2014
url	http://ir.uitm.edu.my/id/eprint/20611/ http://ir.uitm.edu.my/id/eprint/20611/1/AJ_ZULHAN%20OTHMAN%20JTHCA%2014.pdf
first_indexed	2023-09-18T23:04:54Z
last_indexed	2023-09-18T23:04:54Z
_version_	1777418418156208128

Customer behavioral intention: Influence of service delivery failures and perceived values in Malay restaurants / Zulhan Othman, Salleh Mohd Radzi and Mohd Hafiz Mohd Hanafiah

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