TY - JOUR
T1 - Profiling Service Failure and Customer Online Complaint Motives in the Case of Single Failure and Double Deviation
AU - Loo, P.T.
AU - Boo, H.C.
AU - Khoo, C.
N1 - Cited By :27
Export Date: 27 March 2022
Correspondence Address: Loo, P. T.; School of Hospitality, Tourism and Culinary Arts, Lakeside Campus No. 1, Jalan Taylor's, Subang Jaya 47500, Malaysia; email: [email protected]
PY - 2013
Y1 - 2013
N2 - This 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. © 2013 Copyright Taylor and Francis Group, LLC.
AB - This 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. © 2013 Copyright Taylor and Francis Group, LLC.
KW - complaint motive
KW - content analysis
KW - double deviation
KW - online complaint
KW - service failure
U2 - 10.1080/19368623.2013.724373
DO - 10.1080/19368623.2013.724373
M3 - Article
SN - 1936-8623
VL - 22
SP - 728
EP - 751
JO - Journal of Hospitality Marketing and Management
JF - Journal of Hospitality Marketing and Management
IS - 7
ER -
