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dc.contributor.authorLoo, PT
dc.contributor.authorBoo, HC
dc.contributor.authorKhoo-Lattimore, C
dc.date.accessioned2017-05-03T16:17:40Z
dc.date.available2017-05-03T16:17:40Z
dc.date.issued2013
dc.identifier.issn1936-8623
dc.identifier.doi10.1080/19368623.2013.724373
dc.identifier.urihttp://hdl.handle.net/10072/63631
dc.description.abstractThis study compares the profile of service failure in single-failure and double-deviation situations differentiates the complaint motives in both. It content-analyzed online customer complaints in two popular Malaysian foodservice chains. The first part discusses the four main service failure categories: (a) product related, (b) people related, (c) process related, and (d) physical-evidence related. The second section compares the six different types of complaint motives in single-failure and double-deviation situations. The results revealed that one case of double deviation occurred in every six cases of service failure. In addition, service failure profile and the complaint motive profile in single failures and double deviations were found to be similar. Given the findings, several important recommendations for academicians and industry practitioners were made.
dc.description.peerreviewedYes
dc.description.publicationstatusYes
dc.languageEnglish
dc.language.isoeng
dc.publisherRoutledge
dc.publisher.placeUnited Kingdom
dc.relation.ispartofstudentpublicationN
dc.relation.ispartofpagefrom728
dc.relation.ispartofpageto751
dc.relation.ispartofissue7
dc.relation.ispartofjournalJournal of Hospitality Marketing & Management
dc.relation.ispartofvolume22
dc.rights.retentionY
dc.subject.fieldofresearchTourism Marketing
dc.subject.fieldofresearchCommercial Services
dc.subject.fieldofresearchMarketing
dc.subject.fieldofresearchTourism
dc.subject.fieldofresearchcode150604
dc.subject.fieldofresearchcode1504
dc.subject.fieldofresearchcode1505
dc.subject.fieldofresearchcode1506
dc.titleProfiling Service Failure and Customer Online Complaint Motives in the Case of Single Failure and Double Deviation
dc.typeJournal article
dc.type.descriptionC1 - Articles
dc.type.codeC - Journal Articles
gro.hasfulltextNo Full Text
gro.griffith.authorKhoo-Lattimore, Catheryn S.


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