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 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

Abstract

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.

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Metadata

Item Type: Article
Creators:
CreatorsID Num.
Othman, Zulhanzulhan@salam.uitm.edu.my
Mohd Radzi, SallehUNSPECIFIED
Mohd Hanafiah, Mohd HafizUNSPECIFIED
Subjects: H Social Sciences > HF Commerce > Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling
H Social Sciences > HF Commerce > Customer services. Customer relations
Divisions: Universiti Teknologi MARA, Selangor > Puncak Alam Campus > Faculty of Hotel and Tourism Management (B)
Journal or Publication Title: Journal of Tourism, Hospitality & Culinary Arts (JTHCA)
ISSN: 1985-8914
Volume: 6
Number: 1
Item ID: 20611
Uncontrolled Keywords: Service failure; perceived values; behavioral intention
URI: http://ir.uitm.edu.my/id/eprint/20611

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