Customer’s reaction to servicescape failure and associated recovery strategy: an exploration study in the food service industry / Chua Bee Lia ...[et al.]

Chua, Bee Lia and Othman, Mohhiddin and Boo, Huey Chern and Ab.Karim, M. Shahrim and Ramachandran, Sridar (2009) Customer’s reaction to servicescape failure and associated recovery strategy: an exploration study in the food service industry / Chua Bee Lia ...[et al.]. Journal of Tourism, Hospitality & Culinary Arts, 1 (2). pp. 23-47. ISSN 1985-8914 , 2590-3837

Download

[thumbnail of 44365.pdf] Text
44365.pdf

Download (470kB)
Official URL: https://www.jthca.org/

Abstract

The term ‘servicescape’ refers to the physical environment in a service encounter which elicits internal reactions from customers leading to the display of approach or avoidance behaviours. This study examines the effects of servicescape failures on customers’ responses to the associated recovery strategies in the food service industry. Using the critical incident technique (CIT), data on 226 servicescape failures and 287 recovery strategies were collected from 174 informants who had experienced servicescape dissatisfaction and encountered recovery strategies over various types of the food service industry. The content analysis disclosed that cleanliness issues were the most reported problem in the food service industry, followed by design issues, social issues, and functionality issues. Customers exhibited negative reactions to failures, displaying emotional, physiological, and cognitive responses. It is appears that servicescape failures can significantly diminish perceptions of service performance and evoke feelings of dissatisfaction. The results suggest that customers’ recovery effort evaluations are not much influenced by the type of servicescape failures; overall, a combination of prompt action-oriented responses and sincere empathetic-oriented responses is perceived as the most important determinant of recovery effectiveness.

Metadata

Item Type: Article
Creators:
Creators
Email
Chua, Bee Lia
UNSPECIFIED
Othman, Mohhiddin
UNSPECIFIED
Boo, Huey Chern
UNSPECIFIED
Ab.Karim, M. Shahrim
UNSPECIFIED
Ramachandran, Sridar
UNSPECIFIED
Subjects: H Social Sciences > HF Commerce > Consumer satisfaction
H Social Sciences > HF Commerce > Customer services. Customer relations
T Technology > TX Home economics > Hospitality industry. Hotels, clubs, restaurants, etc. Food service
Divisions: Universiti Teknologi MARA, Selangor > Puncak Alam Campus > Faculty of Hotel and Tourism Management
Journal or Publication Title: Journal of Tourism, Hospitality & Culinary Arts
UiTM Journal Collections: UiTM Journal > Journal of Tourism, Hospitality & Culinary Arts (JTHCA)
ISSN: 1985-8914 , 2590-3837
Volume: 1
Number: 2
Page Range: pp. 23-47
Official URL: https://www.jthca.org/
Item ID: 44365
Uncontrolled Keywords: Servicescape failure; recovery strategy; food service industry; critical incident technique
URI: https://ir.uitm.edu.my/id/eprint/44365

ID Number

44365

Indexing


View in Google Scholar

Edit Item
Edit Item